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- Log incidents.
- Classify them by based on impact and , urgency, categories, and services.
- Assign them to the appropriate persons people and groups.
- Escalate, resolve, and report.
An incident can be submitted by either end-user or agent). Users can follow and track the state until the issue is resolved, or the service is restored. The incidents Incidents can be hierarchically linked with to each other ("parent“parent-child" child” concept).
<![CDATA[Create an Incident
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In-depth instruction instructions on how to create incidents via the Portal or agent interface, and out of inquiriesuser queries.
Tracking Incidents
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Learn about the default notifications for the callers, or create your own notifications to track incident processes.
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This section focuses on the incident state model and its processing by the agents. Learn how to create incident announcements, tasks, and relationships between incidents and other elements such as problems, inquiriesuser queries, change requests, etc. In additionAdditionally, learn about creating and applying Standard Solutions and Workarounds to incidents.
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Learn how to create/delete categories or and subcategories on the admin end for further use by the agents.