Managing Incidents

Overview

An incident is reported by a customer that does not belong to the standard operation of a service and actually or potentially causes an interruption or reduction of service quality. An incident is the first instance in service management for which the support employee creates a ticket. If the incident can be sorted out immediately, the ticket and the incident are closed. If it is not possible, the support employee can convert the incident into a problem or a change.

• Creating an Incident
• Creating an Incident with a Quick Call
• Accepting an Incident
• Forwarding an Incident
• Taking over an Incident
• Editing an Incident
• Closing an Incident
• Assigning Services
• Unassigning Services
• Starting Remote Support
• Managing Mobile Devices
• Recovering a Computer
• Reinstalling a Computer
• Repairing Services
• Pausing an Incident
• Merging Incidents
• Searching for Incidents
• Archiving the Outdated Incidents
• Resetting User Accounts for Incidents