To enter a new Incident, select the "New Incident" option. The
following screen will appear:
When entering a new Incident, you are presented with the following
options:
- Incident #
-
Displays the Incident Number.
You may set a beginning Incident Number at the system
level.
- CRM Account
Specify the CRM Account the Incident is associated with.
- Category
Specify a user-defined Category to assign the Incident.
- Status
-
Specify a system-defined Incident status to assign to the
Incident from the available options:
- New:
This is the default Incident status when a new Incident is
entered.
- Feedback:
This status can be used for Incidents which require more
information before they can be confirmed.
- Confirmed
A confirmed Incident is ready to be acted on.
- Assigned:
When Incidents are assigned to a user, they become that
user's responsibility.
- Resolve
A resolved Incident is ready to be closed. Typically,
users work to resolve the Incidents assigned to them.
- Closed:
This is the final status and indicates an Incident
requires no further action. It is completed.
- Severity
Specify a user-defined Severity to assign the Incident.
- Priority
Specify a user-defined Priority to assign the Incident.
- Resolution
Specify a user-defined Resolution to assign the Incident.
- Assigned To
Specify the user you want to assign the Incident to.
- Contact
-
Manually enter Contact information in the fields below—or use
the browse button to select pre-existing Contact information.
- Title
Select a Title from the list of available Titles.
- First
Enter the Contact's first name.
- Last
Enter the Contact's last name.
- Job Title
Enter the Contact's job title.
- Voice
Enter the Contact's phone number.
- Fax
Enter the Contact's fax number.
- E-Mail:
Enter the Contact's e-mail address.
- Item Number
Enter the Item Number of the Item (if any) you want to associate
with the Incident.
- UOM
Inventory Unit of Measure.
- Lot/Serial #
Enter a Lot or Serial Number (if any) for the selected Item. The
date the Lot/Serial Number was created will also be displayed. Select
the "?" button to learn more about a selected Lot/Serial
Number.
- Summary
Enter a short line of text to describe the Incident.
- Description
This is a scrolling text field with word-wrapping for entering
an extended description—or general notes—related to the
Incident.
- To-Do List Items
Display lists To-Do List items associated with the
Incident.
To the far right of the screen, the following buttons are
available:
- NEW
Opens screen for creating a new To-Do List item.
- EDIT
Enables you to edit highlighted To-Do List items. The edit
screen is the same as that for creating a new To-Do List item—except
that when editing, the fields will contain To-Do List item
information. Double-clicking on a To-Do List item will also bring you
to the editing screen.
- VIEW
Highlight a To-Do List item and then select this button to reach
a read-only view of the "Edit" screen.
- DELETE
Highlight a To-Do List item and then select this button to
remove the association between the To-Do List item and the
Incident.
To view the history associated with an Incident, select the "History"
tab. The following screen will appear:
The "History" screen displays information related to the Incident,
including username of Incident creator, created date, status, and
description. To add Comments to an Incident, select the "Comments" tab at
the bottom of the "Incident" screen. The following screen will
appear:
The "Notes" screen displays information related to Incident Notes,
including sequence number, username of Note creator, created date, and Note
content.
To the far right of the screen, the following buttons are
available:
- NEW
Opens screen for creating a new Incident Note.
- EDIT
Enables you to edit highlighted Incident Notes. The edit screen
is the same as that for creating a new Incident Note—except that when
editing, the fields will contain Incident Note information.
Double-clicking on an Incident Note will also bring you to the editing
screen.
- VIEW
Highlight an Incident Note and then select this button to reach
a read-only view of the "Edit" screen.
- DELETE
Highlight an Incident Note and then select this button to remove
the Incident Note from the list.
To enter a new Incident Note, select the NEW button. The following
screen will appear:
- Incident Note
This is a scrolling text field with word-wrapping for entering a
Note related to the Incident.
To the far right of the screen, the following buttons are
available:
- CANCEL
Closes the screen without creating the Incident Note, returning
you to the previous screen.
- SAVE
Creates the Note and adds it to the list of Incident
Notes.
