My Incidents

You can view the list of Incidents logged for you. Also, the user can view, cancel, escalate, edit, and update the Additional Information section of the Incidents logged by other user who are mapped to the Customer(s) and Location(s) selected under the Access tab.

View List page

To view view My Incidents, perform the following steps:

Log in to the application.
Select Incident Management on the Dashboard.
Figure: User Dashboard
Navigate to Incident > User > My Incidents.
Figure: My Incidents Navigation
View the list of Incidents created by you or logged for you by another user.
Figure: My Incidents
On the My Incidents List page, you can view the list of Incidents in Tile view or Tabular view. You can view basic details about Incidents, such as Incident ID, Logged Time, Status, Caller, Workgroup and other fields. This list page is configurable by selecting the columns from the Configure Columns action on the list page.

Note
When you select Tile view the flags indicate the age of the Incidents. The color codes indicate the Priority. An asterisk icon next to the caller's name indicates that the caller is a VIP User.

Figure: Tile View

The flags indicate the age of the Incidents. For more information, refer to the following Field Description:

Flag	Description
	Indicate that the incident is opened for 0-2 days.
	Indicate that the incident is opened for 2-5 days.
	Indicate that the incident is opened for 5-10 days.
	Indicate that the incident is opened for more than10 days.

Actions on List page

This section explains all the Actions on panel of the My Incidents page.

Figure: My Incidents

Filters

Click the Filters icon to specify a particular filter criteria to display the Incidents. On clicking the Filters icon, the FILTERS pop-up is displayed. Specify the filters and click Submit.

Figure: Filters pop-up

The following table describes the fields on the Filters pop-up:

Field	Description
Department	Select the Department from the list. The list displays all the departs applicable for the user.
Status	Select the status of the Incident from the list. Example: All, Open, New, Assigned, In-Progress, Pending, Resolved, Closed, Cancelled, and For Feedback.
Incident ID	Type in the range of Incident IDs to be displayed in the From and To fields.
Log Time	Specify the range of log time in the From and To fields to display the Incidents logged during that period.

Configure Columns

Click Configure Columns to customize the columns on the My Incidents list page.

Figure: Configure Columns popup

Note
On the Incident List page, Configure Columns does not support the custom attribute of the Text Area type.

New Incident

Click New Incident to log a new issue from from list page. For more information, refer New Incident.

Incident Details

To view the Incident details, perform the following steps:

Log in to the Application.
Select Incident Management on the User Dashboard.
Navigate to Incident > User > My Incidents.
Select the Incident ID on the My Incident List page to view the details.

Figure: My Incidents
Enter Additional Information or upload any supporting documents in the New Attachment field on Incident details page.

Figure: Incident Details page

Actions on Open Incident

Open Incidents have a very limited actions for the End User in the Action Panel of the Incident.

The Actions available for user are as follows:

Cancel Incident

You can cancel an Incident if you have logged by error or if the request is no longer required. A cancel icon is displayed on the ACTIONS panel in the Incident. Hover on the cancel icon, click Cancel Incident to cancel an Incident. Type in the reason for cancelling the Incident.

Figure: Cancel Incident

Chat History for Open Incidents

Details page is displayed, hover on Chat History icon in the Action Panel.

The Chat History pop-up is displayed. It displays the name of the User, Message and the Timestamp with date and time displaying when the message was sent.

Figure: Chat History pop-up

Actions on Resolved Incident

Upon resolving the Incidents, the action panel is updated with additional action items as described in the following sections:

To view the actions on resolved Incident, perform the following steps:

Log in to the Application.
Select Incident Management Module on the User Dashboard.
Navigate to Incidents > User > My Incidents.
Select Incident with Resolved Status on the List page.
Hover on the Actions Panel on the Incident to view the details.
Figure: Resolved Incident Actions

Reopen Incident

You can reopen a resolved Incident if you are not satisfied with the resolution. A reopen icon is displayed on the ACTIONS panel for the resolved Incidents. Select Reopen Incident, the REOPEN pop-up window is displayed. Enter the reason for reopening the Incident and click Submit.

Figure: Reopen Incident pop-up

Note
You cannot reopen a closed Incident.

Close Incident

You can close an Incident manually if resolved and satisfied with the resolution. Hover on the CLOSE icon in the ACTIONS panel. Provide the closure remarks on the CLOSE INCIDENT pop-up and click Submit.

Figure: Close Incident pop-up

Feedback

You can provide feedback to the Closed and Resolved Incidents. A Feedback icon is displayed on the ACTIONS panel for all the closed and resolved Incidents.

Hover on the icon and select Feedback to provide a rating.

Figure: Feedback

Feedback form is displayed, enter the details, select rating and click Submit.

Figure: Feedback popup page

Note
Resolution e-mails are sent to you after an Incident is resolved. You can provide a feedback by clicking the link or image in the e-mail without logging into the application. The Administrators can configure this option by selecting the check box, Enable Feedback Page Without Authentication. The FEEDBACK page is pre-populated with the configured rating values based on the link/ image you clicked. You can change the ratings if required.

Chat History for Resolved Incidents

Details page is displayed, hover on Chat History icon in the Action Panel.

The Chat History pop-up is displayed. It displays the name of the User, Message and the Timestamp with date and time displaying when the message was sent.

Figure: Chat History pop-up