If you see something, say something
When there’s an issue with one of your applications or systems, submit an Incident Report through BC in the Cloud (BCIC), regardless of how you perceive the impact or the audience size. These reports are used to raise awareness and serve as a learning tool to prevent future incidents. Submitting an Incident Report is never looked upon as an admission of fault.

Don’t wait to escalate
After 15 minutes of troubleshooting, please escalate the issue to your lead or manager and determine who will create the Incident Report. You can continue working to resolve the issue while the first Incident Report is being prepared and submitted. BCIC will automatically distribute the report to the Everyone-IT distribution list, including the IT Service Desk. A text message will also be sent to ITOC to alert them to the situation, and they can evaluate the severity level.

Submit an Incident Report
1. Go to New Incident Report page under Incident – RCAs > New IT Incident on BCIC. 

2. Complete the Incident Report. Be sure to enter required information as indicated by the red dot, as well as the Brief Description and Impact to Users fields. 

3. Click Save, then Send First Incident Email. You can optionally select your incident, add additional activity and click Save to send. 

Provide regular updates and be sure to close it out
To keep everyone informed, be sure you or someone on your team updates your open Incident Reports. Also, don’t forget to mark the incident as resolved when completed to move it to the root cause analysis phase.

Need help?
For more information, review the How to Create an Incident Report and Work an RCA tip sheet and WebEx Instructional for BCIC video under How to Documents in BCIC.