Document code:  Security level:  Effective date:  ICT Governance  PRO-0027.06  Internal  15/01/2019  • regulatory or legislative breaches. • The Incident Manager is in charge of the communication about the Incident.  • When the Incident appears complicated, the resolution seems largely unknown or  the incident has an effect on more than a few customers,  o the first communication should be given immediately when this is  recognised,  TEM-0129.01  Uncontrolled copy once printed. Ensure that the right version is in use.  Page  54  of  92 Some specific aspects regarding Incident Management:  See later section in this document regarding communication methods and formulation of  communication messages in general. Any specific categorisations to be used when resolving the ticket are specified in the  service’s Technical Service Description.  ECHA Ticketing Tool should be set to close the ticket automatically 7 days after the ticket  is resolved. When the incident recovery or request fulfilment has been completed, the person  responsible for managing the ticket verifies that all relevant information (cause,  responsibilities and final resolution) is properly stored and sets the ticket to resolved  state.  Once a solution candidate is produced, it is applied and tested. If the solution does not  resolve the incident, further investigation, diagnosis, escalation and solution testing steps  are taken until a satisfying solution is found.  If the investigation and diagnosis with the currently involved resources does not produce a  solution candidate, the incident should be escalated either to the next support level or to  the management of the Information System Directorate. The focus is on restoring the functioning of the parts of the Service that have been  affected in a major way. This a different goal than finding the source of the problem and  correcting it, and can be performed for example by finding and implementing a  workaround.  The Service’s Technical Documentation illustrates the roles and teams involv ed in the  investigation and diagnosis of incidents and in the fulfilment of Service Requests, as well  as the conditions of escalation from one support level team to the next.  Investigation, Diagnosis, Escalation and Resolution / Recovery  As a note, in case the term  major incident  is used in the ticketing tools, this always refers  to Category C Incidents in ICT Governance.  Closure  3.6.6. Communication about Incidents 