Incident management is how you handle service disruptions in Serval. Use incident tickets to track impact, coordinate response, and keep related tickets connected.
When to Use an Incident Ticket
Use an Incident ticket when normal service is not working and your goal is restoration rather than fulfillment.
Common examples include VPN outages, SSO failures, email sync issues, and critical integrations timing out.
Use a Request ticket for fulfillment work, such as access, equipment, or standard service asks.
How Incident Management Works in Serval
Incident is created and typed
A ticket comes in from Slack, Teams, email, web, or external sync. Serval can classify it as an Incident, and your team can adjust the type manually when needed.
Team triages and routes
Your team sets status, priority, assignee, labels, and due date to establish ownership and urgency.
Related tickets are connected
If new incoming tickets appear related, Serval can link them to the incident and notify requesters that a related incident exists.
Incident is resolved and updates propagate
Your team runs remediation actions (including workflows), resolves the incident, and syncs updates across connected systems when configured.
Related Pages
