The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operations as quickly as possible.
SimpleOne Incident Management supports the incident management process in the following ways:
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An incident can be submitted by any user ( either end-user or agent). Users can follow and track the state until the issue is resolved or the service is restored. The incidents can be hierarchically linked with each other ("parent-child" concept).
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In-depth instruction on how to create various kinds of incidentsincidents via Portal or agent interface, and out of inquiries.
Tracking Incidents
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Learn about the default notifications for the callers or create your own notifications to track incident processes.
Incident Processing
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This section focuses on incident processing by the agents.
Incident Management State Model
Check the default model of the states and possible transitions.
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Incident Related Records
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Learn instructions on how to create incident announcements, tasks, and relationships between incidents and other types of tasks.
Configuring Incident Categories
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Learn how to create/delete categories or subcategories on the admin end for further use by the agents.