Create Update and List Incident

The Copilot in Apex applications is an AI-powered assistant designed to streamline your IT service management tasks, making it fast and easy to interact with the service desk. As an end user, you can use Copilot to conveniently log incidents, as well as view and update existing incidents, directly within the application interface without needing to navigate complex menus or forms.

Key AI Copilot Assistant features in the Incident Module available for end user on the Apex application:

• Create

• Update

• View

Create Incident

Creating an incident refers to the process of formally logging an unexpected disruption, issue, or fault in your IT environment, such as an application outage, hardware malfunction, or system performance problem. In Apex, this can be done quickly and easily using the Copilot assistant, which allows you to describe your problem in natural language and log an incident without navigating to complex forms.

To Create an Incident using Apex Copilot assistant, perform the following steps:

1. Log in to the application.
   

2. Click Copilot AI Assistant icon on the bottom screen.
   

   Figure: AI Copilot
   

3. Enter the query and click on the send icon .
   

   Figure: End User Query
   

4. Review the suggested KB articles and request the Copilot to create an Incident. For more information, refer Create Incident.

Similarly, you can update and view the Incidents. For more information, refer to:

Update Incident

Retrieve Incident List