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:
- Log incidents.
- Classify them by impact and urgency, categories, and services.
- Assign them to appropriate persons 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 can be hierarchically linked with each other ("parent-child" concept).
Create an Incident
In-depth instruction on how to create incidents via Portal or agent interface, and out of inquiries.
Tracking Incidents
Learn about the default notifications for the callers or create your own notifications to track incident processes.
Incident Processing
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, inquiries, change requests, etc. In addition, learn about creating and applying Standard Solutions and Workarounds to incidents.
Configuring Incident Categories
Learn how to create/delete categories or subcategories on the admin end for further use by the agents.
