SimpleOne Incident Management supports the incident management process in the following ways:
- Log incidents;
- Classify them by impact and urgency, categories and services;
- Assign them to appropriate persons and groups;
- Escalate, resolve, and report.
Any user (either end-user or agent) can submit an incident and track its status until service has been restored and the issue has been resolved. The incidents can be hierarchically linked between each other ("parent-child" concept, or "master-slave" concept, depending upon circumstances).
Incident Interface
Describes what the incident form consists of.
Create an Incident
An in-depth instruction on how to create various kinds of incidents.
Tracking Incidents
Learn about the default notifications for the callers or create your own.
Incident Processing
This section focuses on incidents processing by the agents.
Incident Management State Model
Check the default model of incidents' states and possible transitions.
Administrator information
Learn how to create/delete categories or subcategories on the admin end for further use by the agents.
