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

• Information Box
• Customer
• Details
• Assets
• Attachments
• Timeline
• Members
• Activities