My Incidents

22 Oct 2024
5 Minutes to read

My Incidents

Updated on 22 Oct 2024
5 Minutes to read

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You can view the incidents that have been logged either by you or on your behalf. Additionally, you can access options to view, cancel, escalate, edit, and update the additional information section of incidents logged by another user, as long as they are mapped to the selected customer(s) and location(s) under the Access tab.

In My Incidents, you can perform the following functions:

Log Incident

An essential phase in the Service Management lifecycle in logging an incident. It entails documenting specifics regarding a problem or issue that has been reported by a user or found by monitoring systems.

An incident is an unplanned interruption in service that results in a reduction in the quality of service delivered. An Incident can be logged in the following manner.

By an Analyst on the behalf of an End User.
If the mail to Incident option is enabled by Administrator when an email is sent by the End User with the issue to the support team, it is automatically logged.
Incidents can be raised through email.
Incident can be raised through Voice Mail.
Incidents can be logged through the Web application and Mobile App.
Digital Agent can help log Incidents.
Incident can be logged by sending an SMS message.

To create a new Incident, perform the following steps.

Log in to the Apex Mobile as an End User.
The Application List is displayed.
Figure: Application List
Click Service Management from the list.
Click (Breadcrumb) and navigate to Incident > Incident > My Incidents.
The Incident List page is displayed.
Figure: Incident List
Click New to create a new Incident.
The New Incident page is displayed.
Figure: New Incident
Enter the required details as described in the following table and click Save.

Field	Description
Requestor	Select the Requestor submitting the Incident. By default, the logged-in user's name is displayed.
Tenant	Select the Tenant or Department from the list.
Service	Select a service from the list for which you want to log an Incident.
How would you categorize your issue?	Specify from the records how the Incident has to be categorized.
Symptom	Specify a brief description of the Symptom.
Description	Give a detailed description of the Incident. Example Users are unable to connect to the network or are experiencing intermittent connectivity issues. Additionally, they report not receiving emails or encountering errors when attempting to send messages.
Impacted Asset	Select the affected asset assigned to the user from the list.
Attachment	Provide an attachment for the incident. Suggested Solution(s) Relevant Knowledge Articles are displayed to help resolve the issue by oneself while logging a new Incident. This is based on the selected tenant and symptom,

Notes
An asterisk (*) represents mandatory field
Fields are dynamic and display based on configuration.

My Incidents

You can view the list of Incidents logged in the My Incidents page.

To view the My Incidents page, perform the following steps:

On the Apex Mobile, click (Breadcrumb) and navigate to Incident > Incident > My Incidents.
The My Incidents list page is displayed.
Figure: Incident List
On the Incidents List page, tap the Incident tile to view the Incident Detailed page.
You can manage the Incident details and can perform following tasks associated with the Incident.

Update Incident

Update Incident usually means giving further details, status updates, or progress reports about an Incident that has been reported. It entails updating all parties involved on the situation, any steps taken, and the status of the resolution efforts.

To update an Incident, perform the following steps.

Navigate to Incident > Incident > My Incidents.
The Incident list page is displayed.
Figure: Incident List
Click Incident widget to view the Incident details page.
The Incident details page is displayed.
Figure: Incident Detail page
Click to update the details and click Save. The Update Incident page is displayed.
Figure: Update Incident
Figure: Update Incident

Cancel Incident

Cancelling an incident usually means officially ending or stopping a reported issue, problem, or event. Depending on the incident's nature and the protocols set forth by the system or organization, the details may change.

To cancel an incident, perform the following steps.

Navigate to Incident > Incident > My Incidents.
Click Incident widget to view the Incident details page.
Click to cancel an Incident.
The Cancel Incident page is displayed.
Figure: Cancel Incident
Figure: Cancel Incident
Select Cancellation Reason and specify the Remarks.
Click Save to save the details.

Close Incident

Close incident describes how an incident that has been reported has been resolved or finished. It indicates that the reported issue has been addressed, resolved, or otherwise concluded in the context of service management or support.

To close an Incident, perform the following steps.

Navigate to Incident > Incident > My Incidents.
Click Incident widget of a resolved Incident to view the Incident details page.
Click (Three Dots) and click Close Incident from the list.
The Close Incident page is displayed.
Figure: Close Incident
Figure: Close Incident
Select the required Closure Reason, provide the necessary Remarks.
Click Save to save the details.

Reopen Incident

To Reopen an incident, perform the following steps.

Navigate to Incident > Incident > My Incidents.
Click Incident widget of a resolved Incident to view the Incident details page.
Click and select Reopen Incident from the list.
The Reopen Incident page is displayed.
Figure: Reopen Incident
Figure: Reopen Incident
Select the required Reopen Reason and provide the necessary Remarks.
Click Save to save the details.

Change History

Change History provides a record of the changes in the Incident lifecycle over a period of time.

To view Change History of an Incident, perform the following steps.

Navigate to Incident > Incident > My Incidents.
Click Incident widget to view the Incident details page.
Click (Three Dots) and select Change History.
The Change History page is displayed.
Figure: Change History

In the Change History, you can view the timestamps that indicate when specific changes or updates were made to the Incident. These timestamps represent key moments in time when changes were documented, such as the completion of a Incident or any updates.

You can export the Change History by clicking the icon. Additionally, you can view the Change History in either list or tile view by using the icon.

Provide Feedback

Giving Feedback on issues is a crucial part of Incident Management since it enhances both customer satisfaction and the whole incident resolution process. It aids businesses in pinpointing areas for development, raising client contentment, and preserving efficient and effective issue-response procedures.

Note
Feedback can only be provided for incidents that are in a Resolved and Closed statuses.

To provide feedback, perform the following steps.

Navigate to Incident > Incident > My Incidents.
Click Incident widget of a resolved Incident to view the Incident details page.
Click to view provide the feedback.
The Provide Feedback page is displayed.
Figure: Provide Feedback
Figure: Service Feedback
Figure: Communication Feedback
Provide feedback and click Save.

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