My Incidents

The End User can view the list of Incidents logged on their behalf. The user can View, Cancel, Escalate, Edit and Update the additional information section of the Incidents logged by another user who is mapped to the Customer(s) and Location(s) selected under the Access tab.  

End User Dashboard

An end-user dashboard is a type of graphical user interface (GUI) that shows pertinent data and key performance indicators (KPIs) visually to people, usually non-technical users. Because of the user-friendly and intuitive design of these dashboards, end users may rapidly comprehend and keep an eye on key indicators pertaining to their duties, responsibilities, or interests.

Figure: End User Dashboard

The end user can perform the following actions with the End user dashboard

Log Incident 

An essential phase in the IT Service Management (ITSM) process is logging an incident. It entails documenting specifics regarding a problem or issue that has been reported by a user or found by monitoring systems. Here is a general how-to manual for logging an incident:

View Knowledge Base

A knowledge base is a centralised information repository where users may access documents, resources, articles, and other kinds of information. As a self-service tool, it enables users to research different subjects, find solutions to issues, and get answers to their inquiries.

Access Community

Community usually refers to a dashboard element or collaboration area that encourages end-user participation, communication, and interaction.

View Open Incidents

"View incident" often refers to the process of obtaining and evaluating the specifics and status of a ticket or incident report within a helpdesk system or incident management system. Organizations use incident management systems to monitor, handle, and address problems and occurrences that users or staff report.

View Resolved Incidents

Resolved Incidents refers to an occurrence that has been effectively handled, and the related issue or issue has been fixed. When an incident is resolved, the impacted IT service is back up and running normally, allowing the user or users who reported it to continue using it without any problems.

Last 5 Incidents

The last 5 recently logged incidents are displayed with the Incident No, Created date, Status and Symptom. 

Providing 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.

To provide feedback, perform the following steps. 

1. Navigate to the Incident list page. 

2. Open a Resolved Incident 

Figure: Incident Details page

3. Go to the Feedback Icon as highlighted above.   

4. The feedback page is displayed. Provide feedback and click Save. 

Figure: Feedback page. 

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. 

1. Navigate to Incident > My Incident List page 

2. Select and Incident Id and open the Incident Details page
Figure: Incident Details

3. Select the cancel button  to cancel the incident. The following window is displayed.

Figure: Cancel Incident

Select the Cancellation Reason, specify the Remarks and Save. 

Update Incident

Update incident usually means giving further details, status updates, or progress reports about a problem or 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. 

1. Navigate to Incident > My Incident. 

2. Open and Incident Id and the Incident details page is displayed.

Figure: Update Incident

3. Click the update incident button and the following page is displayed. 

Figure: Update Incident

3. Filter the User Communication, upload the required Attachments, and input the Message regarding the Incident and click Save. 

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. 

1. Navigate to Incident > My Incident. 

2. Go to a Resolved Incident Id. The Incident details page is displayed.

Figure: Incident Details 

3. Go to additional options as listed in the image above. Click Close Incident and the following page is displayed.  

Figure: Close Incident

4. Enter the Closure Reason, provide the necessary Remarks and Save. 

Reopen Incident

To close an incident, perform the following steps. 

1. Navigate to Incident > My Incident. 

2. Go to a Resolved Incident Id. The Incident details page is displayed.

Figure: Incident Details page

3. Go to additional options as listed in the image above. Click Reopen Incident and the following page is displayed.
Figure: Reopen Incident

4. Choose the appropriate Reopen Reason and provide the necessary Remarks and Save.

Change History

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

1. Navigate to Incident > My Incident > Change History. The following page is displayed. 

Figure: Change History