# Incident、Change、Request、Problem流程概念

## Incident工单处理流程

**故障管理：**主动监控告警转为事件工单进行处理。事件工单自动指派给在线工程师，工程师受理开启工单，系统自动触发邮件通知，工程师按照设备关联的SLA进行处理，直至关闭工单。实现主动式快速响应、处理问题，提高客户满意度。

![](/files/5ofSvzHmRxWF3Je6PSb4)

## Change工单处理流程

**变更管理：**通常用于客户计划性任务，客户可发送变更内容，网赢监控中心GNC创建工单匹配对应设备，在计划性任务时间内的告警不产生事件工单处理

![](/files/FQA0Hb0fS8GkBfvD8xto)

## Request工单处理流程

**服务请求管理：**此管理支持被动式报障服务，当客户有维保服务需求时，网赢中国提供一站式热线电话，支持客户维保需求，为需求创建工单并按照SLA进行售后服务。

![](/files/ASmucXDKaHukyWx9Hrl7)

## Problem工单处理流程

**问题管理：**问题管理可以帮助IT建立一个知识库。关联相同事件的故障工单，记录解决方案，总结事件原因。有助于提高服务支持效率和人员流动造成的知识风险。有助于提高IT技术能力。

![](/files/tvhdpGOcaxhksIed2Fr8)


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