Hi,
1.first thing we will do is system checks
2.we will check the status of the incidents received yesterday were complete or not
3.if not complete then we will check for the failure one.
4.if there is any issue we will report to integration
5.second system check is that we will check batch id of the received incidents
6.if there is any incident with out batch id then there is an issue
7. we will report to integration team again
8 again we will check the status of logged in users and will check emails sent and received and ignored count
9. if the count is strange then there is an issue then we will inform to our senior most developer then he will check emails logs and notifications
10. if we are receiving incidents from others means then there is an integration between them and us
11. so daily morning we should check case exchange logs for the incidents that received yesterday
12. in case exchange logs the incident status we should check,if status is fail then there is an issue we should report to oyr middle ware team or our integration team
14.if we receive incidents which are not related to our servicenow opeartions then we should re route that incidents to servicedesk
15.we should assign the incidents which are in our assignment group and then we should work on them
16.if we receive any requirement to create or delete or modify assignments group then we should raise propel request and we should follow up with them
17solved incidents we should resolve
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Thanks
Sanjay Bagri
||DxSherpa Tech. ||
