Incidents (SP) Application

Use the Incidents (SP) application to create, view, delete, and resolve incident records for customers and other users. You create an incident record to capture information about an event that deviates from standard service or an event that might disrupt the quality of that service. End users might not be aware of the event.  

An incident record is a type of ticket. Other ticket types are service requests and problems. The ticket applications are closely related and share many features, including the ability to define relationships between tickets, link them together for information purposes, and view the linkages and details in the appropriate applications.

You can associate other records with incidents:

• Apply a ticket template to complete many of the fields.

• Apply a service level agreement to specify the commitments and escalations to be associated with this incident.

• Apply a customer agreement and price schedule to specify services and prices for work for this incident.

• Apply a response plan to specify the responsible person, group, or vendor, and to specify actions or notifications for this incident.

The Incidents (SP) application has the following tabs:

List:  to search for incident tickets. Also, to select multiple incident tickets and change their status, or assign or take ownership of them.

Incident:  to create, modify, view, and delete identifying information for the incident record. Search for possible solutions.

Activities:  to report actual labor time spent resolving the incident, and create, delegate, and track activity work orders for the incident.

Related Records:  to relate, view, and navigate relationships between service requests, incidents, problems, and other records.

Solution Details:  to add or view solution information for this record.

Log:  to create, view, edit, and delete work log entries, and view communication log entries.

Failure Reporting:  to view and record failure information for assets and locations on an incident record.

Service Address: to view or associate a service address with the incident. View information about the customer, customer agreement, and price schedule for this incident. View status and billing information.

Specifications: to classify an incident and specify attributes to define it further.