Logging Incidents for Users

Log Time

Displays the date and time when the Incident is logged for the End

User.

Workgroup

Select the Workgroup for the Incident.

Status

Displays the status of the Incident as New.

Caller

Select the user name for whom you want to log the Incident. You can search the user with Name, E‐mail ID, Customer, and Location.

Figure: New Incident for User: Caller Search

Medium

Select the medium for the Incident, such as Web, Mobile, Phone, Mail,

and so on.

Classification

Lists the various Classifications under which the Incident can be logged. You can use the Expand icon to view the Sub‐Classifications in the Classification tree. Select a Classification that you want to associate

with the Incident.

Category

Lists the various Categories under which the Incident can be logged. You can use the Expand icon to view the Sub‐Categories in the

Categories tree. Select a Category that you want to associate with the Incident.

Urgency

Select the Urgency level from the list to indicate the Urgency of the Incident.

Impact

Select the Impact from the list to indicate the Impact of the Incident.

Priority

Select the Priority from the list to indicate the Priority of the Incident.

Symptom

Specify the symptom of the Incident.

Note: The maximum and minimum number of characters that can be entered in the Symptom field of Incidents can be configured in the SymphonyAI Summit web application.

If the Allow Analyst to Edit Symptom check box is selected in the

SymphonyAI Summit web application, the Analysts can edit the Symptom for Incidents in the SymphonyAI Summit Mobile Application.

Description

Type in the description of the Incident.

Note: The maximum and minimum number of characters that can be entered in the Description field of Incidents can be configured in the SymphonyAI Summit web application.

If the Allow Analyst to Edit Description check box is selected in the

SymphonyAI Summit web application, the Analysts can edit the Description for Incidents in the SymphonyAI Summit Mobile Application.

Attachment

Upload the attachment related to the Incident, for example, error messages, screen shots, logs, and so on.

Note: In Android phones, the uploading size limit for image files is 8 MB. The uploading limit of file size may vary based on the device,

network, RAM size, performance, and other criteria

Assigned Executive

Select the Analyst to whom you want to assign the Incident.

Pending Reason

If you set the Status to Pending, specify the pending reason.

Service Window

Select the Service Window for the Incident.

Schedule Date

Select the scheduled date and time for the Incident (scheduling Incident).

Response Deadline

Specify the Response Deadline time.

Response Time

Specify the Response Time.

SLA Violated?

Select SLA violation. The available options are Yes and No.

Response SLA Violation Reason

Type in the SLA violation reason

Resolution Deadline

Specify the Resolution Deadline time.

Resolution Time

Specify the Resolution Time.

Solution

Specify the solution for the Incident.

Notification

Select the notification method.

User Communication

Type in the Incident information that you want to share with the End User through an e‐mail.

Private Log

Type in the Incident information that you want to share with other members of your team or the members of other related Workgroups. Whenever you type in information in this section, an e‐mail is sent to all the team members of the Workgroup. These e‐mails are not sent to End Users or Callers. When you reply to an escalation e‐mail, the reply is updated in this field. And, an e‐mail is sent to all the team members of

the Workgroup and the Workgroup Owner.