New Incident

Logging a new Incident in Apex 2 allows end users to report an unplanned service disruption or degradation through a simple, guided process. Users can create an incident from the Apex 2 portal by selecting New Incident, entering a brief symptom and detailed description of the issue. Once submitted, the incident is recorded in the system, acknowledged to the user, and routed for assignment to the appropriate support team so investigation and resolution can begin in line with defined SLAs.

Methods to log an Incident

An Analyst can Log an Incident on your behalf.
If the Mail to Incident option is enabled by the Administrator and you send an e-mail describing about the issue to the Support team (team handling your organization's IT issues), an Incident is automatically logged for you. The Administrators can configure up to four such e-mail ids. The mail that you send is attached to the Incident automatically.
Built-in Conversation AI Agent can help you in logging the Incidents.

Create Incident

Creating an Incident as an End User involves reporting an unplanned interruption or reduction in the quality of a service through the service management portal. The end user initiates the process by selecting New Incident, providing a symptom details and a detailed description. Once submitted, the incident is logged in the system, assigned a unique reference number, and routed to the appropriate support team for investigation and resolution, while the end user can track status updates and communicate with support until the incident is resolved and closed.

To create an Incident, perform the following steps:

Log in to the application.
Select New Incident either from Quick Actions or from the Modules by clicking on the vertical ellipsis in the user dashboard. Performing this will allow you to log an incident.

Figure: End User Dashboard
Select Department on the left panel in which you must log an Incident.
This will enable you to view the log incident page.

Figure: New Incident
Enter Symptom and select the relevant symptom from the recommended list or type according to the requirement.
Figure: Select Symptom

While typing in the symptom of the Incident in the Symptom text box, the list of Templates relevant to the symptom is displayed in the pop-up list. If you select a Template from the pop-up list the other details, such as Classification and Category are auto-populated for the Incident. As you start typing in the symptom in the Symptom text box, the list of Knowledge Records relevant to the symptom is displayed in the Recommended Solution(s) Found pop-up page. Expand the recommendations and click the Knowledge Record to view the details.

Figure: Incident Details from Symptom
Note
By default, that we get To clear the symptom field, click Clear. The option appears only when the Symptom is selected from the list displayed. This clear hyperlink is not displayed when you type Symptom and not select the template. Upon selecting this, it will clear the entire form and enable you to add new details.
Figure: Clear Symptom
Enter the details in the required fields.
For more information, refer to the following Field Description.
Note
Fields such as Category, Priority, Classification are configurable according the organization requirement for end user - new incident page.

Field Description

Field	Description
Symptom	Enter Symptom and select the relevant symptom from the recommended list or type according to the requirement.
Description	Enter the details about the details in the Description field, if a symptom template is selected then by default, this field is populated with the template value.
Category	Click on the search icon and select the Category. Categorize your issue as software, hardware, network, mailbox related etc.
Priority	Select Priority from the dropdown. This indicates the urgency of the issue informing analyst as how quickly it must be resolved.
Workgroup	Select Workgroup from the dropdown. The Incident is assigned to the selected workgroup post submission.
Classification	Select Classification from the dropdown. For the selected Category, classify the issue by selecting the appropriate value. Example: Consider your mailbox is not working post upgrade. Then you can select Mailbox as a Category, and further classify it under Patch Upgrade as a Classification.

Log Incident with Classification

This feature is specially configured to users by the admin according to the organizational requirement, to have this configured contact your administrator.

To log an Incident with Classification, perform the following steps:

If Log an Incident with Classification is enabled then when you create a New Incident, upon selecting the Tenant list of classifications are displayed.

Figure: Classification List
Select the Classification to log an Incident.

Figure: New Incident from Classification

Copy Incident

If you want to copy the previously created Incident details to the New Incident, you can achieve this using Copy Incident feature from the action. Using this option you can create incidents quickly with less effort.

To copy an existing Incident, perform the following steps:

Log in to the Application.
Click New Incident on the User Dashboard.
Select Tenant to log an incident.
Hover on the Action Panel and click Copy Incident to copy details from an existing Incident to this Incident.
Figure: Copy Incident
Search for incident on the Incident ID field and click Submit.

Figure: New Incident
Note
Any assets attached to the Incident ID provided on the search is not attached to the copied incident.
You must be able to select the Incident from the recently created incidents. Click and select from the provided dropdown as displayed int he below figure.
Figure: Copy Incident