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- Archiving the Outdated Incidents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