{"id":4272,"date":"2026-05-12T11:42:27","date_gmt":"2026-05-12T11:42:27","guid":{"rendered":"https:\/\/docs.transatel.com\/?p=4272"},"modified":"2026-05-12T11:44:11","modified_gmt":"2026-05-12T11:44:11","slug":"classification-des-incidents","status":"publish","type":"post","link":"https:\/\/docs.transatel.com\/fr\/parametrage-des-appareils-depannage\/outils-de-diagnostic\/classification-des-incidents\/","title":{"rendered":"Classification des incidents"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Afin d\u2019assurer un traitement adapt\u00e9 et prioris\u00e9 des incidents, Transatel les classe selon deux crit\u00e8res : <strong>la criticit\u00e9<\/strong> et <strong>l\u2019impact<\/strong>.<br>Cette classification permet de d\u00e9terminer le niveau d\u2019urgence et les ressources n\u00e9cessaires \u00e0 leur r\u00e9solution.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Criticit\u00e9<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">La criticit\u00e9 d\u00e9finit le niveau de priorit\u00e9 de traitement de l\u2019incident.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Bloquant<\/strong> : emp\u00eache totalement l\u2019utilisation du service<\/li>\n\n\n\n<li><strong>Majeur<\/strong> : impacte fortement le service sans le bloquer compl\u00e8tement<\/li>\n\n\n\n<li><strong>Mineur<\/strong> : impact limit\u00e9 avec peu de cons\u00e9quences sur l\u2019usage<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Impact<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">L\u2019impact correspond au nombre d\u2019utilisateurs affect\u00e9s par l\u2019incident.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Unitaire<\/strong> : l\u2019incident concerne un seul utilisateur<\/li>\n\n\n\n<li><strong>Global<\/strong> : l\u2019incident affecte plusieurs utilisateurs simultan\u00e9ment<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Un incident est consid\u00e9r\u00e9 comme <strong>global<\/strong> lorsqu\u2019au moins <strong>5 utilisateurs distincts<\/strong> sont impact\u00e9s sur une p\u00e9riode d\u2019<strong>une heure<\/strong>.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Conditions pour qualifier un incident global<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Pour qu\u2019un incident soit trait\u00e9 comme global, les \u00e9l\u00e9ments suivants doivent \u00eatre fournis :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>5 MSISDN diff\u00e9rents impact\u00e9s<\/strong><\/li>\n\n\n\n<li><strong>5 timestamps correspondants<\/strong> (un par utilisateur)<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">\u00c0 d\u00e9faut de ces informations, l\u2019incident pourra \u00eatre requalifi\u00e9 en incident unitaire.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Afin d\u2019assurer un traitement adapt\u00e9 et prioris\u00e9 des incidents, Transatel les classe selon deux crit\u00e8res : la criticit\u00e9 et l\u2019impact.Cette classification permet de d\u00e9terminer le niveau d\u2019urgence et les ressources n\u00e9cessaires \u00e0 leur r\u00e9solution. Criticit\u00e9 La criticit\u00e9 d\u00e9finit le niveau de priorit\u00e9 de traitement de l\u2019incident. Impact L\u2019impact correspond au nombre d\u2019utilisateurs affect\u00e9s par l\u2019incident&#8230;.<\/p>\n","protected":false},"author":920,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":true,"inline_featured_image":false,"footnotes":""},"categories":[48,71],"tags":[111,112],"class_list":["post-4272","post","type-post","status-publish","format-standard","hentry","category-outils-de-diagnostic","category-parametrage-des-appareils-depannage","tag-mvno-fr-full-fr","tag-mvno-fr-light-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Classification des incidents - Docs Transatel<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/docs.transatel.com\/fr\/parametrage-des-appareils-depannage\/outils-de-diagnostic\/classification-des-incidents\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Classification des incidents - Docs Transatel\" \/>\n<meta property=\"og:description\" content=\"Afin d\u2019assurer un traitement adapt\u00e9 et prioris\u00e9 des incidents, Transatel les classe selon deux crit\u00e8res : la criticit\u00e9 et l\u2019impact.Cette classification permet de d\u00e9terminer le niveau d\u2019urgence et les ressources n\u00e9cessaires \u00e0 leur r\u00e9solution. 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