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
- Phone Call
- Attachment
- Link
- Customer
- Assign
- Escalate
- Assets
- Boards
- Solutions
- Resolve and Close Action Item
- Cancel
- Connections
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
- 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.