Create and Edit Incident

Use case scenario: An incident occurs. Log the incident: The Call Acceptance editor is filled with logged user information (normally an end user or a customer) and a description. The incident has to be created with the possibility to change some data in the incident editor.

The following actions are involved in the process:

To create and edit an incident:

1. Continue with the opened Call Acceptance editor.
2. Make the classification: Ticket Class = 'Incident'.
3. Make the categorization: Choose a ticket type from the list.
4. Click the Create + Edit Ticket button.

   The Incident is created and ready for editing.

5. After save, the new Incident ticket is assigned a unique ticket number (with prefix IN-) and the Call Acceptance editor can be cleared or closed according to the configuration.