Incident Requests

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Introduction

The Incident Request form is used to manage an Incident through to resolution. A number of different tools are provided to help you record information against the incident, communicate with the customer, and collaborate with your co-workers.

Features

Heads-Up Display

The Heads-Up Display is a graphical representation of the business process that support the Incident. This is an optional display which uses the stages and checkpoints within a process to visualize the progress.

• The entire process is displayed as a grey bar with circles representing the different stages
• The active stage is represented by a large green circle followed by a connector to the next stage
• The connector will progressively turn green until the next stage is reached
• Checkpoints are displayed below each stage
• Grey Checkpoints are yet to be completed
• Completed Checkpoints are represented with a green check mark
• The Heads-up Display shows just the Stages, and when the mouse if moved over the Heads-up Display, the Checkpoints are exposed
• The Heads-up Display can be Pinned to make the display of the Checkpoints persistent on all Incidents

Action Bar

The Action Bar contains the majority of functions that you can apply to an Incident. These actions are place near the top of the Incident form and collected together to allow for quick access to update the Incident. The available Actions can be either made visible or hidden for different types of Incidents, based on the Service they are associated to. The supporting Business Process Workflow that sits behind the Incident can enforce the display of an action when that action is required to be completed.

• Update

The Update Action within a request is used for posting information into the Timeline which can be used for collaborating with your team members.

• Phone Call

Capture information taken from a phone call with a customer. If there is no answer, schedule a call back.

• Attachment

Add images, documents, pdfs, and more directly to this request

• Link

Link this request to other requests

• Email

Send an email directly from the request

• Customer

Change the customer that is associated to this request

• Assign

Reassign the request to another team or user

• Connections

Add other users that might have an interested in this request and keep them updated by email

• Escalate

Reset the Priority for this request

• Assets

Associate One or more assets to this request

• Boards

See what Boards this request is on or add it to a Board

• Solutions

If linked to a Problem Record this will present possible solutions

• Resolve and Close

Capture resolution details

• Cancel

Raised by mistake? Use this option to cancel a request

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Information Box

Customer

If a customer is added to the request, a customer collapsable section will be visible on the request containing the following contact information about the customer.

• Name (Handle)
• ID (Link to profile)
• Organisation
• Email
• Phone
• Mobile

Remove

If it is required a customer can be removed from the request by selecting the Remove option in the Customer Details section. A timeline update will reflect this action.

Details

Timeline

Members

Activities