Incident management - Activity
Triage
(Incident triage)
Quickly assessing an incident to decide how important it is and what should happen next
What's it for?
Quickly decides how important a new problem is, who should handle it and what should happen next.
For example…
The service desk triages a new incident by checking how many users are affected, how urgent it is and which support team should own it
During defect triage, the team agrees whether each reported bug should be fixed immediately, scheduled later or closed because it is not reproducible