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When a customer or member of a User's organization has a specific complaint about a Service or piece of Equipment the organization has provided, that complaint is designated as an Incident. Some examples of Incidents include broken phones, bad web connections, or even undesirable office temperatures.

From the Main > Service Desk > Incidents grid, a User is able to view the Assigned Workers, Completed Workers, Assigned Workgroups, and Completed Workgroups related to each item.

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Adding an Incident

Navigate to Main > Service Desk > Incidents. Click thebutton located on the Grid Toolbar above the Incidents grid.

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For an Incident, new Equipment can be added to the Service or Equipment with the problem, and existing Equipment may be removed, repaired, or replaced:

1. When Equipment is removed, all recurring charges associated with the Equipment will be stopped on the finalization date of the Incident.

2. When Equipment is repaired, it will be moved to the Warehouse for repair, but the association to the Service will remain.

3. When replacing Equipment, it will remove the old Equipment, associate the new Equipment with the Service, and then stop the recurring charges on the replaced Equipment and recreate the Charges on the new Equipment.

For example, under the 'Equipment' tab, users can select pieces of equipment from the Equipment Catalog that are required in order to complete the incident.

• Add Equipment To add a piece of Equipment to an Incident, simply select the 'Equipment' tab and click the Image Modified button located on the Grid Toolbar of the Incident Equipment grid that appears in the tab. In the data entry form (see "Equipment Form" image above), select a piece of Equipment from the Equipment Catalog and specify two critical locations: where the Equipment is coming from (From Warehouse) and to where it is going (To Location). Click the Image Modified button at the bottom of the data entry form, and the Equipment will appear in the original grid in the 'Equipment' tab.

• Remove Equipment To remove a piece of Equipment on an Incident, simply select the 'Equipment' tab, select a piece of Equipment and click the 'Edit' button located on the Grid Toolbar of the Incident Equipment grid that appears in the tab. In the data entry form (see "Equipment Form" image above), select the "Remove" action and choose the Warehouse Location where it is going (To Warehouse). Click the Image Modified button at the bottom of the data entry form, and the Equipment will appear with a status of "Remove" in the grid on the 'Equipment' tab.

• Replace Equipment To replace a piece of Equipment on the Incident, simply select the 'Equipment' tab and click the Image Modified button located on the Grid Toolbar of the Incident Equipment grid that appears in the tab. In the data entry form (see "Equipment Form" image below), select a piece of Equipment from the Equipment Catalog (the Equipment Catalog MUST be the same as the Equipment to be replaced). Select the Equipment to be replaced by

  clicking 

  clickingImage Modified in the "Replaced Equipment" field and selecting the Equipment. Only Equipment associated with the Service that matches the selected Equipment Catalog will be shown in the results. Click the Image Modified button at the bottom of the data entry form, and the Equipment will appear in the original grid in the 'Equipment' tab.

*Note: Equipment that has been marked as "Consumed" or is restricted because of the Location and Catalog restrictions set on the Equipment Catalog can NOT be selected for replacement.

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Cabling

From a Service Desk Incident, the Cable Path may be edited in real time. This is the same as editing the Cable Path directly from Cabling tab on the Service. To edit a Cable Path(s) highlight the Cable Path(s) that need to be edited and click theImage Modifiedbutton in the Cabling Tab. This will take the User to the Manage Path Legs form. From this form a User can change and alter the Cable Path(s) as needed. For more information on what the Manage Path Legs form looks like and how it is used in a Service Desk Incident, navigate to the Service Desk - Cabling wiki page.

*NOTE: If a Cable Path is changed on Incident, an Activity Record is added to Service Desk.

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Another Cabling function that can be accessed from a Service Desk Incident is the ability to View the Cable Path. Viewing the Cable Path(s) allows a User to view the entire Cable Path, or parts of a Path to verify the correct Equipment and Cables are in their proper places and is labeled properly. To View a Cable Path(s) highlight the Cable Path(s) that a User wants to View and click on the Image Removed Image Added button in the Cabling Tab. This will take the User to the Cable Diagrams Page. This Page gives a User the visual diagram of the Cable Path(s) that the User selected. For more information on how to read a Cable diagram, navigate to the Service Desk - Cabling wiki page.

GLA Usage on Incidents