PMS 1.

5
Detection Response Remediation Analysis Readiness
Customer

Phone call Voicemail E-mail Request Automated script

Incident is Sev-1
Yes
or 2 ?
HelpDesk L-1

Can solve Create open Automated incident

No
directly ? incident generation system
Notify through One-
No box or E-mail
Yes

Create Completed Assign Incident

Incident

No

Determine action/ Analyze and decide

Solved ? Yes RCA needed ? Yes Attach RCA
work require fix
Helpdesk 1.5

No Yes
Incident completed

Found solution
No in HDX plus or Yes Solved ?
CoG ?

Escalate to FOSSE
Dev
FOSSE Dev

New learning
curated in CoG3

Require code
Require code
Yes modification done.
modification ?
Issue fixed

No

Action require by
vendor ?

Yes
Vendor

Inform vendor ETA

to user