To ensure that a specific type of incident is always dealt with in the same way regardless of who responds to the incident, you can configure a standard operating procedure (SOP) for each type of incident.
A standard operating procedure (SOP), or incident procedure, is a series of steps that the operator must follow before changing an incident state to Resolved. Each step can range from a very simple task, such as Call 911, to a complex task that requires support documents to accomplish. All actions taken by the operator are logged by the system in the incident history for audit purposes.
What you should know
To configure the SOP for an incident:
On the incident Procedure page, do one of the following.
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