Create and Assign Incident

Typical use case scenario: Carl is a Call Center agent. The only thing he is responsible for is to create an Incident an assign the Incident to the right support group. He starts at around 8 a.m. (leaving at 5 p.m.). Now let's assume Carl's phone is ringing and he starts creating the Incident.

The following actions are involved in the process:

Creating and Assigning the Incident consists of the following stages:

• Stage 1: Call the Accept Call action
• Stage 2: Specify mandatory attributes
• Stage 3: Assign the Incident

• Stage 4: Finalize the Incident creation process

Call the Accept Call Action

The action can be started:

• Using the Smart Tile on the Start Page of the Call Center Agent Business View

  Using the tile on the Call Center Agent Start Page is the fastest way to open the Call Acceptance dialog.

  Note: If not present, tiles can be easily added by Start Page customization.

• Using the Smart Tile from the 'Tiles' InfoObject

  If available, the 'Tiles' InfoObject provides access to all available Smart Tiles, the Accept Call tile included.

• Calling the actions from the Sidebar InfoObject

  In the Sidebar, go to Actions > Accept Call

  You may need to add the Sidebar InfoObject to the Work Perspective. When adding the 'Sidebar' InfoObject, make sure that the 'Call Center Agent' is the current business view as the sidebar content is business view specific.

  Note: If the 'Accept Call' action is not present by default, right-click on the Actions folder and add the corresponding workflow definition.

Specify Mandatory Attributes

After you start the Accept Call action, the Call Acceptance dialog appears.

This dialog requires that you fill in at least the mandatory fields:

• The Requested by section is prefilled with the current user data.
• The Requested for field represents the affected person for whom this ticket was requested.

  Assign the corresponding person.

• Provide a brief Ticket Shorttext to describe the ticket.
• Make the Incident categorization and classification: Ticket Class = Incident and Ticket Type (e.g. Information).
• Define optional categories.

Assign the Incident

After the mandatory attributes have been specified, you can assign the Incident to the right support group.

To assign the Incident:

1. Click the Create + Assign Incident button at the bottom of the dialog.

   Using this action, an Incident with the direct assignment to the solve group is being created.

   The Ticket Forwarding pop-up window opens.

2. Specify a Support Group which the Incident will be forwarded to.

   You can also determine a specific support group person to work on this Incident.

   Provide other necessary assignment information specify the emailing options.

   Note: When forwarding a ticket, more than one know-how profile can match. In this case, the list of available support groups will be prefiltered according to the know-how profile. An additional note is shown in the forwarding view prompting you to choose one of the suggested supportgroups which the ticket should be forwarded to.

3. Click OK to proceed.

Finalize the Process

Incident ticket is created with a unique ticket number and assigned to specified group/person. According to configuration the Call acceptance editor is cleared or closed directly.