Database Reference
In-Depth Information
Figure 7-23.
Event, incident, problem workflow
Rules and Rule Sets
Now that you understand events and incidents, you can begin to look at how to use them.
Rules
tell us the action or
actions that should be performed when an event or incident meets certain criteria. These actions include sending an
e-mail or page, opening a service-desk ticket, escalating the incident, or even generating another incident.
