# Incident Log Template

Copy this row per incident. One row per incident — never reuse a row.

| Field | Example |
|---|---|
| **Incident ID** | INC-2026-0042 |
| **Date / time opened** | 2026-10-20 09:14 |
| **Reported by** | Maria (Finance) |
| **Channel** | Service desk phone |
| **Service affected** | Work email |
| **Description** | Cannot send attachments larger than 5 MB; error "message rejected" |
| **Impact** | 6 users unable to send month-end reports |
| **Urgency** | High (month-end deadline) |
| **Priority** | P2 |
| **Category** | Email / messaging |
| **Status** | Open → In progress → Resolved → Closed |
| **Assigned to** | Service desk → Email team |
| **Workaround given** | Split files into 4 MB chunks via shared drive |
| **Resolution** | Attachment limit raised to 25 MB after policy approval |
| **Date / time resolved** | 2026-10-20 14:40 |
| **Follow-up** | Monitor for 48h; add limit notice to email FAQ |

## Rules of thumb

- Log first, diagnose later — an unlogged incident is an incident you can't improve.
- Always record the *workaround* separately from the *resolution*.
- Close only after the user confirms the service works again.
- Review weekly: which incidents repeat? Those are problem-management candidates.