Manage incidents

When incidents are escalated from Service Desk interactions, opened by support staff, or reported by event monitoring tools, Incident Management provides the Incident Management staff the ability to perform the following tasks from their smartphones:

• Browse and review incidents.
• Assign or reassign an incident.
  
• Investigate incidents.
• Update incidents. For example, a field engineer can add an activity (or journal entry) update to an incident record and set the customer-visible flag to make the update available for customer viewing on the customer support portal.
• Resolve or close a ticket. When a field engineer attempts to resolve or close an incident, Service Manager determines the business logic and displays Resolve or Close accordingly.
  

Set the customer-visible flag for an incident's activity

User role: IT Operator

When you want to publish the activity (or journal entry) details of an incident for customer viewing, you can set the customer-visible flag in a new activity entry.

To set the customer-visible flag in a new activity (or journal entry) entry, follow these steps:

1. Tap the incident record you want to resolve. The Detail view of this record opens.
2. Tap the Updates tab.
3. In the New Update Type field, scroll up or down to select a type, and then tap Done.
4. Tap to highlight the check mark in the Visible to Customer field.
5. In the New Update field, add the details for the new activity (or journal entry).

6. Tap Save from the action bar to save the record.

The details of the new activity entry will become available for customer viewing on your customer support portal.

Reassign an incident

User role:Incident Analyst, Incident Coordinator, Incident Manager

At times you will need to reassign incident records when an Incident Analyst is unavailable.

To resolve an incident, follow these steps:

1. Tap the incident record you want to resolve. The Detail view of this record opens.
2. Tap the Fill icon in the Assignee field, and then select an operator from the list of names to reassign the incident to that person.
3. Tap Save from the action bar to save the record.

Resolve an incident

User role:Incident Analyst, Incident Coordinator, Incident Manager

To resolve an incident, follow these steps:

1. Tap the incident record you want to resolve. The Detail view of this record opens.
2. Tap the arrow icon in the Status field, and then tap Resolved to close the incident record.
3. Tap the Fill icon in the Closure Code field to select a closure code.

4. Type the solution in the Solution field.

5. Tap Close Incident from the action bar. The status of this incident record changes to Closed.