Create and Solve Incident according to Model Ticket

Use Case scenario: An incident occurs. The Call Acceptance editor is filled with logged user information (normally end user or customer) and description. The incident has to be created, logged and the solution for the Incident is known according to an existing Model Ticket (Incident Model). The incident should be finally closed and user informed. Solving an Incident can be done with two possible statuses: 'User Informed' or 'Closed' (the Incident is directly solved and information to user is not necessary).

The following actions are involved in the process:

Create from Model + Inform User	Allows you to create an Incident from a Model Ticket and inform the end user right away.
Create from Model + Close	Allows you to create an Incident from a Model Ticket and close it immediately if you already know the solution without informing the end user.
Create from Model	Creates an Incident from the Model Ticket.
Edit from Model	Allows you to create an Incident from the Model Ticket and opens it in the editor.

To create and solve Incident according to the Model Ticket:

Example of Incident from Model Ticket: Password Reset (“MT-IN-0001”).

Continue with the opened Call Acceptance editor.
Make the classification: Ticket Class = 'Incident'.
Specify at least the Ticket Type.

The remaining classification is extracted from the Model Ticket.
In the Model Tickets tab, select an appropriate Model Ticket
Note: Model Tickets are automatically filtered according to the classification and categorization.
Now there are two options:
Click Create from Model + Inform User if the incident is solved after the user approved its solution.

OR

Click Create from Model + Close if the incident is solved directly without informing the user.

If the Create from Model + Inform User option was used, a dialog also opens for editing/creation of an email (adding specific information to the email text, optionally adding additional recipients).

If Create from Model + Close button is used, the Incident is created and closed with no need to get feedback from the user first.
Provide (additional) solution description if necessary.
If the Create from Model + Inform User option was used, a dialog also 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 and close the dialog.
Depending on the configuration, the Call Acceptance editor is cleared or directly closed.