7.9.2.�Incident

7.9.2.1. Incident Categories
7.9.2.2. Incident Priorities
7.9.2.3. Incident Severities
7.9.2.4. Incident Resolutions

Incident Master Information section.

7.9.2.1.� Incident Categories

7.9.2.1.1. Incident Category

Incident Categories are used by the Incident Management system to categorize Incidents. When Incident Categories are entered in the Master Information section, these Categories are then available for use when entering or updating Incidents.

Tip

You must manually create Incident Categories if you want the ability to assign them to Incidents. If no Incident Categories are defined, then none will be available when entering Incidents.

To access the master list of Incident Categories, select the "Incident Categories" option. The following screen will appear.

Incident Categories Master List

The "Incident Categories" screen displays information on all existing Incident Categories, including Incident Category order, name, and description.

To the far right of the list, the following buttons are available:

CLOSE: Closes the screen, returning you to the application desktop.
PRINT: Runs the report associated with this screen.
NEW: Opens screen for creating a new Incident Category.
EDIT: Enables you to edit highlighted Incident Categories. The edit screen is the same as that for creating a new Incident Category—except that when editing, the fields will contain Incident Category information. Double-clicking on an Incident Category will also bring you to the editing screen.
VIEW: Highlight an Incident Category and then select this button to reach a read-only view of the "Edit" screen.
DELETE: Highlight an Incident Category and then select this button to remove the Incident Category from the list.

Right-clicking on an Incident Category in the Incident Categories list enables you to select from the following menu options:

Edit: Enables you to edit highlighted Incident Categories. The edit screen is the same as that for creating a new Incident Category—except that when editing, the fields will contain Incident Category information. Double-clicking on an Incident Category will also bring you to the editing screen.
View: Highlight an Incident Category and then select this button to reach a read-only view of the "Edit" screen.
Delete: Highlight an Incident Category and then select this button to remove the Incident Category from the list.
Export Contents: Export the data displayed on the screen into a plain-text, TAB-delimited file. This file may subsequently be imported into a spreadsheet or other office tool.

7.9.2.1.1.� Incident Category

To create a new Incident Category, select the NEW button. The following screen will appear:

Create New Incident Category

When creating a new Incident Category, you are presented with the following options:

Incident Category: Enter a name to define the Category (e.g., Customer Issue, Vendor Issue, etc.).
Order: Specify the order in which the Category should appear when using the drop-down list on the Incident screen.
Description: Enter a brief description of the Incident Category.

To the far right of the screen, the following buttons are available:

CANCEL: Closes the screen without creating an Incident Category, returning you to the previous screen.
SAVE: Creates the Incident Category and adds it to the master list of Incident Categories.

7.9.2.2.� Incident Priorities

7.9.2.2.1. Incident Priority

Incident Priorities are used by the Incident Management system to prioritize Incidents. When Incident Priorities are entered in the Master Information section, these Priorities are then available for use when entering or updating Incidents.

Tip

You must manually create Incident Priorities if you want the ability to assign them to Incidents. If no Incident Priorities are defined, then none will be available when entering Incidents.

To access the master list of Incident Priorities, select the "Incident Priorities" option. The following screen will appear.

Incident Priorities Master List

The "Incident Priorities" screen displays information on all existing Incident Priorities, including Incident Priority order, name, and description.

To the far right of the list, the following buttons are available:

CLOSE: Closes the screen, returning you to the application desktop.
PRINT: Runs the report associated with this screen.
NEW: Opens screen for creating a new Incident Priority.
EDIT: Enables you to edit highlighted Incident Priorities. The edit screen is the same as that for creating a new Incident Priority—except that when editing, the fields will contain Incident Priority information. Double-clicking on an Incident Priority will also bring you to the editing screen.
VIEW: Highlight an Incident Priority and then select this button to reach a read-only view of the "Edit" screen.
DELETE: Highlight an Incident Priority and then select this button to remove the Incident Priority from the list.

Right-clicking on an Incident Priority in the Incident Priorities list enables you to select from the following menu options:

Edit: Enables you to edit highlighted Incident Priorities. The edit screen is the same as that for creating a new Incident Priority—except that when editing, the fields will contain Incident Priority information. Double-clicking on an Incident Priority will also bring you to the editing screen.
View: Highlight an Incident Priority and then select this button to reach a read-only view of the "Edit" screen.
Delete: Highlight an Incident Priority and then select this button to remove the Incident Priority from the list.
Export Contents: Export the data displayed on the screen into a plain-text, TAB-delimited file. This file may subsequently be imported into a spreadsheet or other office tool.

7.9.2.2.1.� Incident Priority

To create a new Incident Priority, select the NEW button. The following screen will appear:

Create New Incident Priority

When creating a new Incident Priority, you are presented with the following options:

Incident Priority: Enter a name to define the Priority (e.g., High, Medium, Low, etc.).
Order: Specify the order in which the Priority should appear when using the drop-down list on the Incident screen.
Description: Enter a brief description of the Incident Priority.

To the far right of the screen, the following buttons are available:

CANCEL: Closes the screen without creating an Incident Priority, returning you to the previous screen.
SAVE: Creates the Incident Priority and adds it to the master list of Incident Priorities.

7.9.2.3.� Incident Severities

7.9.2.3.1. Incident Severity

Incident Severities are used by the Incident Management system to categorize the severity of Incidents. When Incident Severities are entered in the Master Information section, these Severities are then available for use when entering or updating Incidents.

Tip

You must manually create Incident Severities if you want the ability to assign them to Incidents. If no Incident Severities are defined, then none will be available when entering Incidents.

To access the master list of Incident Severities, select the "Incident Severities" option. The following screen will appear.

Incident Severities Master List

The "Incident Severities" screen displays information on all existing Incident Severities, including Incident Severity order, name, and description.

To the far right of the list, the following buttons are available:

CLOSE: Closes the screen, returning you to the application desktop.
PRINT: Runs the report associated with this screen.
NEW: Opens screen for creating a new Incident Severity.
EDIT: Enables you to edit highlighted Incident Severities. The edit screen is the same as that for creating a new Incident Severity—except that when editing, the fields will contain Incident Severity information. Double-clicking on an Incident Severity will also bring you to the editing screen.
VIEW: Highlight an Incident Severity and then select this button to reach a read-only view of the "Edit" screen.
DELETE: Highlight an Incident Severity and then select this button to remove the Incident Severity from the list.

Right-clicking on an Incident Severity in the Incident Severities list enables you to select from the following menu options:

Edit: Enables you to edit highlighted Incident Severities. The edit screen is the same as that for creating a new Incident Severity—except that when editing, the fields will contain Incident Severity information. Double-clicking on an Incident Severity will also bring you to the editing screen.
View: Highlight an Incident Severity and then select this button to reach a read-only view of the "Edit" screen.
Delete: Highlight an Incident Severity and then select this button to remove the Incident Severity from the list.
Export Contents: Export the data displayed on the screen into a plain-text, TAB-delimited file. This file may subsequently be imported into a spreadsheet or other office tool.

7.9.2.3.1.� Incident Severity

To create a new Incident Severity, select the NEW button. The following screen will appear:

Create New Incident Severity

When creating a new Incident Severity, you are presented with the following options:

Incident Priority: Enter a name to define the Severity (e.g., High, Medium, Low, etc.).
Order: Specify the order in which the Severity should appear when using the drop-down list on the Incident screen.
Description: Enter a brief description of the Incident Severity.

To the far right of the screen, the following buttons are available:

CANCEL: Closes the screen without creating an Incident Severity, returning you to the previous screen.
SAVE: Creates the Incident Severity and adds it to the master list of Incident Severities.

7.9.2.4.� Incident Resolutions

7.9.2.4.1. Incident Resolution

Incident Resolutions are used by the Incident Management system to categorize how Incidents are resolved. When Incident Resolutions are entered in the Master Information section, these Resolutions are then available for use when entering or updating Incidents.

Tip

You must manually create Incident Resolutions if you want the ability to assign them to Incidents. If no Incident Resolutions are defined, then none will be available when entering Incidents.

To access the master list of Incident Resolutions, select the "Incident Resolutions" option. The following screen will appear.

Incident Resolutions Master List

The "Incident Resolutions" screen displays information on all existing Incident Resolutions, including Incident Resolution order, name, and description.

To the far right of the list, the following buttons are available:

CLOSE: Closes the screen, returning you to the application desktop.
PRINT: Runs the report associated with this screen.
NEW: Opens screen for creating a new Incident Resolution.
EDIT: Enables you to edit highlighted Incident Resolutions. The edit screen is the same as that for creating a new Incident Resolution—except that when editing, the fields will contain Incident Resolution information. Double-clicking on an Incident Resolution will also bring you to the editing screen.
VIEW: Highlight an Incident Resolution and then select this button to reach a read-only view of the "Edit" screen.
DELETE: Highlight an Incident Resolution and then select this button to remove the Incident Resolution from the list.

Right-clicking on an Incident Resolution in the Incident Resolutions list enables you to select from the following menu options:

Edit: Enables you to edit highlighted Incident Resolutions. The edit screen is the same as that for creating a new Incident Resolution—except that when editing, the fields will contain Incident Resolution information. Double-clicking on an Incident Resolution will also bring you to the editing screen.
View: Highlight an Incident Resolution and then select this button to reach a read-only view of the "Edit" screen.
Delete: Highlight an Incident Resolution and then select this button to remove the Incident Resolution from the list.
Export Contents: Export the data displayed on the screen into a plain-text, TAB-delimited file. This file may subsequently be imported into a spreadsheet or other office tool.

7.9.2.4.1.� Incident Resolution

To create a new Incident Resolution, select the NEW button. The following screen will appear:

Create New Incident Resolution

When creating a new Incident Resolution, you are presented with the following options:

Incident Priority: Enter a name to define the Resolution (e.g., Fixed, Pending, Open, etc.).
Order: Specify the order in which the Resolution should appear when using the drop-down list on the Incident screen.
Description: Enter a brief description of the Incident Resolution.

To the far right of the screen, the following buttons are available:

CANCEL: Closes the screen without creating an Incident Resolution, returning you to the previous screen.
SAVE: Creates the Incident Resolution and adds it to the master list of Incident Resolutions.