Logging Incidents
Revision as of 14:01, 29 September 2015 by Stevenb (talk | contribs) (→Logging an Incident Manually)
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Introduction
Service Manager provides a number of different ways in which an Incident can be created and logged.
- Manually as a user with the appropriate role and rights
- As a customer via either the Service or Customer Portal
- Inbound Email
- 3rd party applications via integrations
Logging an Incident Manually
Service Manager has been developed to provide a consumer level experience for logging Incidents (and other Request Types) by following a process of Progressive Capture. Progressive Capture is a graphical workflow tool that provides a new and simple way to define the capturing of information for a particular Incident. Progressive Capture will include a number of small forms for collecting information related to the Incident. These forms can be optionally added, ordered, and branched depending on the information being captured.