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Create and Solve Incident
Use case scenario: An incident occurs. Log the Incident: The Call Acceptance editor is filled with logged user information (normally end user or customer) and description. An Incident needs to be created and its solution (or workaround) is known by agent so it is possible to resolve the Incident immediately by 1st Level Support. Incident can be created with two possible statuses: 'User informed' or directly 'Closed' (the incident is directly solved and information to end user is not necessary). If necessary, an existing workaround ticket can be related.
The following actions are involved in the process:
Create + Close Incident |
Allows you to create an Incident and close it immediately if you already know the solution. |
Create Incident + User Informed |
Allows you to create an Incident, close it immediately if you already know the solution and inform the end user right away.
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To create and solve the incident:
- Continue with the opened Call Acceptance editor.
- Make the classification: Ticket Class = 'Incident'.
- Make the categorization: Choose a ticket type from the list.
- Click Create + Close Incident or Create Incident + User Informed.
- Provide a solution description in the upcoming dialog. Specify the efforts of this work (e.g. 0.1 hour), leave the default Report flag set and the default Solution flag null, because it’s not a standard model solution.
If the end user should also be informed, a second dialog opens for editing/creation of an email (adding specific information to the email text, optionally adding additional recipients).
- Click OK to create the Incident ticket in a corresponding status.
According to configuration the Call Acceptance editor is cleared or closed directly.