Manage Incidents

Managed Service Provider (MSP) customers can manage incidents logged by them based on tenant-specific configurations.

With the ability to view all incident details on a single page, users can efficiently manage and resolve issues. The "Manage Incident Details" page in Apex provides analysts with comprehensive information about specific incidents, including their status, requester details, history, and more, enabling faster and more effective resolution.

General

The General tab of the "Manage Incident" page displays essential details about the incident, such as the tenant it belongs to, the requestor's name, the medium, the source, and more. Users can view or edit these details as the incident progresses.

The table below provides an overview of the fields available in the General tab:

Field	Description
Classification
Tenant	Select the name of the Tenant. For example, MSP-Company 1, MSP-Company 2 etc. A Tenant is similar to a department within an organization that provides support related to an IT or a facility.
Requestor	Specify the name of the requestor who raised the Incident is displayed.  It is displayed from the logged in  username. Note Values in the Requestor field are displayed as per the selected Tenant.
Logged By	Choose the name of the user who is logs the Incident.
Classification	Select the appropriate option from the classification Pop-up window which provides various categories.
Source	Select the origin of the Incident being logged. Options available are: User, Event, Incident, Change, Problem, Others.
Category	Find and select the appropriate category to which the Incident belongs to from the category list. Refer to the screenshot below.
Site	Specify the location or facility associated with the incident.
Pending Reason	Provides additional context as to why the Incident is in pending status.
Territory	Specify the field that represents the geographical or business region associated with an incident.
Location	Choose the location from which the requestor has raised the Incident is displayed.
Club/Store	Select the Club or Store to which incidents can be organized and tracked depending on the tenant’s operational structure.
Sent to Procurement	Choose the option to forward the incident to procurement team for further action.
Type of Ticket	Choose the type of ticket for easy resolution.
Attachment	Upload an attachment for additional information.
Major Incident	Enable the button if the Incident needs to be proposed as a Major Incident. When the incident is proposed as a Major Incident, it is transferred to the Approver for the approval process. When enabled, the following window is displayed. For more information on the details to be input, refer the table below in Major Incident.
Customer	Specify the Customer for the Incident.
Prioritization
Impact	Impact defines the enormity of the situation and the extent of consequence related to the incident. The options available are critical, high, low, and medium.
Urgency	This field represents the urgency-based factor for Incident. Options available are: Critical, High, Low, Medium.
Priority	Priority defines the precedence in which a particular Incident should be addressed. The options available are P1, P2, P3, P4, and P5.

Major Incident