My Incident Details

The My Incidents in Service Management application provide users with a centralized interface to View, Filter, and Manage the user's incident(s). This view enables users to track the status of their reported issues in both tabular and tile formats. Users can apply filters on Incident ID, Date, Priority, and Status to refine the Incident List.

View and Update My Incident

Each Incident can be opened to view the detailed information and perform specific actions such as Cancel and Reopen Incident. Along with these Feedback and Manual Escalation mechanism is also in feasible. To track the timely progress user is enabled to view the Chat History with Analyst.  Users are enabled to attach any supporting documents to fulfill the request.

To view and update an Incident, perform the following steps:

1. Log in to the Apex application.
   

2. Navigate to Incident > User > My Incidents.
   My Incidents page is displayed, user is enabled to select the list page view as a Tile or Tabular. By default, Tabular View is displayed.
   

   Figure: My Incidents (Tabular View)
   
   

   Figure: My Incidents (Tile View)
   

3. Select Incident ID of the Incident that you want to view or update.
   The following page is displayed with all the details about the Incident.
   

   Figure: Incident Details page

Notes

• The fields that are displayed on this page depend upon the configuration done by your Administrator. You can find some additional or different fields. The most common fields on this page are Status, Assigned Workgroup, Analyst, Log Time etc.

• You can add attachments and provide additional information about your Incident in the Additional Information field. If you want, you can also chat with the Analyst assigned to this Incident, refer to Chat with Analyst.

• The End Users can upload an attachment (file, image or screenshot) with the same name for the second time or multiple times. The application saves both the old and new attachments.

4. Click Submit to save your changes.

ACTION PANEL 

The action panel on the right side of the Incident provide specific actions to be performed on the Incident, which include the following:

• Feedback

• Cancel

• Reopen

• Close

• Manual Escalation

• Chat History

Feedback

You can provide feedback to the Closed and Resolved Incidents. A Feedback icon  is displayed on the ACTIONS panel for all the closed and resolved Incidents.
Hover on the icon and select Feedback to provide a rating.

Figure: Incident Details page

Feedback form is displayed, enter the details, select rating and click Submit.

Figure: Feedback popup page

Note

Resolution e-mails are sent to you after an Incident is resolved. You can provide a feedback by clicking the link or image in the e-mail without logging into the application. The Administrators can configure this option by selecting the check box, Enable Feedback Page Without Authentication (see: Configuring Application Settings).The FEEDBACK page is pre-populated with the configured rating values based on the link/ image you clicked. You can change the ratings if required.

Close Incident

You can close an Incident manually if resolved and satisfied with the resolution. Hover on the CLOSE icon  in the ACTIONS panel. Provide the closure remarks on the CLOSE INCIDENT pop-up and click Submit.


Figure: CLOSE INCIDENT pop-up 

Cancel Incident

You can cancel an Incident if you have logged by error or if the request is no longer required. A cancel icon is displayed on the ACTIONS panel in the Incident. Hover on the cancel icon, click Cancel Incident to cancel an Incident. Type in the reason for cancelling the Incident.

Reopen Incident

You can reopen a resolved Incident if you are not satisfied with the resolution. A reopen icon  is displayed on the ACTIONS panel for the resolved Incidents. Select Reopen Incident, the REOPEN pop-up window is displayed. Enter the reason for reopening the Incident and click Submit.

Figure: Reopen Incident pop-up page

Note

You cannot reopen a closed Incident.

Manual Escalation

You can escalate an Incident if you are not satisfied with the progress on your Incident resolution. You can escalate the Incident only if the Analyst fails to resolve the issue in the given SLA period. Click the MANUAL ESCALATION icon displayed on the ACTIONS panel. Select the escalation level from the Manual Escalation list and type in your comment in the Escalation Remarks text box in the MANUAL ESCALATION pop-up page. The Manual Escalation levels are configured by the Administrators refer: Configuring Manual Escalations in SummitAI Platform.

Chat History

You can view the chat history with Analyst to track the incident progress towards resolution.

To view chat history, perform the following steps:

1. Log in to the Application.
   

2. Navigate to Incident > User > My Incidents.
   My Incidents List page is displayed.
   

3. Click on Incident ID to view the Incident Details..

4. Details page is displayed, hover on Chat History icon  in the Action Panel.
   The Chat History pop-up page is displayed. It displays the name of the User, Message and the Timestamp with date and time displaying when the message was sent.

   Figure: Chat History pop-up page