Incident (CAT-MIP-0000000196)
Accepted • 2025-09-19 • by roop
Definition
An Incident is an unplanned event or disruption that affects the normal operation of a service, system, or asset and requires investigation, response, or resolution. Incidents can range from device failures and service outages to security breaches or policy violations. In MSP and IT environments, incidents are tracked through ticketing systems and are often subject to escalation paths, service-level agreements (SLAs), and post- resolution analysis.
Prompt Examples
- Escalate critical incidents that remain unresolved after 2 hours.
- Generate a monthly report of all incidents by site and root cause.
- List all open incidents affecting the backup infrastructure.
- Which incidents were triggered by failed patch deployments?
Agent Execution
When a prompt refers to an "Incident," the AI agent will:
- Initiate workflows such as assignment, escalation, or notification based on defined rules
- Log all interactions and changes for auditing and service reporting
- Retrieve and summarize incident details including timestamps, affected assets, and resolution steps
- Search the incident management system for relevant records based on status, severity, or source
- Update the incident record with actions taken or insights generated
Synonyms
- Disruption
- Event (context-specific)
- Issue
- Outage
- Security Incident
Relationships
- Incident isAssignedTo Technician, Team, or AI Agent
- Incident isLinkedTo Alert, Asset, or Service
- Incident isReportedBy User, Agent, or Monitoring Tool
- Incident isTrackedIn Ticketing System or Incident Queue
- Incident mayTrigger Workflow, Notification, or Escalation
History
| Date | Author | Reason |
|---|---|---|
| 2025-08-19 | roop | Draft – initial term proposal |
| 2025-09-19 | roop | Accepted – added to CAT-MIP registry |
| 2025-11-25 | jimmypuckett | Correct ID as it conflicted with "API" |