Not sure if this is whqat you are refering to. But here goes:Typical steps in an incident process.
Recieving--Incident is reported
Validating--incident verified as valid for the help desk to address
Logging--ticket entered into an incident application
Screening--determine symptoms
Prioritizing--determine importance of incident
Assigning--handle or escalate
Escalating--refering to higher level tier
Resolving--problem resolved
Closing--logging resolution and changing ticket status
Hope this helped.
