New Incident

Previously, whenever the user drafts the mail body description and adds an image in the mail body to log a ticket, the Image added in the mail body is displayed as an attachment in the ticket. Since it was shown as an attachment, users were experiencing difficulty to understand what the other user intended to say and to the image that is being referred to.

Now the image included in the mail body description while logging the mail-to-ticket is displayed in the description of the ticket, which gives the user more clarity to understand and visualize the problem.

Similarly, the HTML content in the mail body would be appearing in the description. 

You can see the following screen Incident Management. You can use the Show More link next to the Description box that displays Description pop-up of the ticket with the Image attached in mail body.  

Note

You can only have the Image in the Description pop-up or Description box of the ticket if the following key is added to the Web.config file and the value is true.
<add key="IncludeImageInMailBody" value="true" />

This Image in the Mail-To-Ticket is applicable only for Exchange Mailbox Server Type.

• Create Incident

• Copy Incident

Create Incident

Incident creation is made simple from the user dashboard page, where the user can create an Incident easily without navigating into the module.

To create an Incident, perform the following steps:

1. Log in to the application as an End User.
   

2. On the User Dashboard Click   New Incident icon to create an Incident. 
   The last 5 records logged by you are displayed on the Last 5 Incidents and Last 5 Requests sections respectively.
   

   Figure: User Dashboard
   

   Note

   The Analysts can also log Incidents for you. The Analysts can log an Incident for themselves by clicking Incident > New Incident.

3. On the NEW INCIDENT page, select the Department for which you want to log the Incident. Type in the required details for the new Incident under the DETAILS section.
   Figure: New Incident
   

4. Enter Symptom and select the relevant symptom from the recommended list or type according to the requirement.
   

   Note

   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: Symptom

5. Auto description is added to the Description field.
   

   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.
   The link is not displayed when you type in the symptom manually.

   

   Figure: New Incident Creation
   

6. Upload supporting files or documents by clicking on the upload icon in the attachment field.
   
   Figure: Attachment
   

7. Click Asset Search to look for and attach assets.
   

   Figure: Asset Allocation
   

8. Add an asset by performing the following actions:

   1. Select the Filter By option from the dropdown, enter a value and click on the search icon .

   2. Then select the checkbox for the Asset.

   3. Click Submit.
      

   

   Figure: Asset Allocation
   

9. You must be able to view the asset on the asset list.
   

   Figure: Asset Allocation
   

10. Click Submit to log an Incident with all the provided details.
    

11. A success message is displayed that the Incident is created.
    

    Figure: New Incident

Copy Incident

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

To copy an existing Incident, perform the following steps:

1. Log in to the application as an End User.
   

2. Click New Incident on the User Dashboard.
   

3. Hover on the Action Panel and click Copy Incident to copy details from an existing Incident to this Incident.
   

   Figure: Copy Incident
   

4. Search for incident on the Incident ID field and click Submit.
   

   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