Logging Incidents

Home > Service Manager > Logging Incidents

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. 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.

Logging an Incident via Self Service

Service Manager is provided with two self service portals, firstly the Service Portal which is used where the customers you are supporting are internal, and the Customer Portal where the customers you are supporting are external. Both portals can be used on a single instance allowing support for both internal and external customers, but providing a different tailored experience if required.

Both portals allows customers to raise Incidents against Services which they are subscribed too and the logging process again follows that of Progressive Capture

Inbound Email

Service Manager allows for emails sent to monitored shared mailboxes to both automatically create new Incidents based on defined routing rules, and or allow for manual creation of an Incident from the email in the mailbox through the Service Manager interface utilising Progressive Capture.

3rd Party Applications

the Hornbill platform exposes all functionality through a single unified and fully documented web services API. The API is an XML RPC-style request/response messaging scheme, with all inputs and outputs fully described by XML Schema and on-line browsable documentation. We also provide simplified language bindings allowing developers to easily integrate within projects built using JavaScript, PHP, C#.NET, Java and C++. You can view the documentation for the Log Incident API here: https://api.hornbill.com/docs/apps/com.hornbill.servicemanager/Incidents?op=logIncident