Related to Call Acceptance

Related to Call Acceptance - Incident

Usually the reporting of the service failure is done by a user via telephone. The Call Acceptance is the process of registering and fast processing of the incoming calls at a Call Center / Service Desk. This is done using the Call Acceptance editor of Valuemation Incident Manager.

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The Call Acceptance editor with an Incident Ticket Class.

In This Chapter

Create Incident quickly

Create and Edit Incident

Create Incident for System

Create and Solve Incident

Search solution in KB and create Incident

Create and Solve Incident according to Model Ticket

Handling of Major Incidents

Create Incident for Major Incident

Create Incident for Problem

Reopen Incident

Close existing Incident

Feedback: User rejects Incident solution

Update (and close) existing Incident