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When there is a problem with a Service or piece of (2024.1) Equipment, Customers can submit an Incident Request from the CustomerCenter to the (2024.1) Requests grid. This allows the Service Reps to triage any given problem and work to find solutions to the reported problem.
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All of the Services or Equipment that a User is an Owner of appears in this section. Additionally, the Services and Equipment that are Owned by the Department appears here if the User is a Coordinator for that Department. Select a Service/Equipment record by selecting it in the grid. Users can navigate to multiple pages of Services and Equipment with the Pages links or by Searching the grid.
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Set Owner
The Set Owner section shows the Owner of the Service or Equipment in a read-only field. This is loaded into the Owner picker when the Incident Request is submitted. These fields cannot be changed because they are a representation of whatever the Owner is already assigned to the Service or Equipment.
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Incident Details
The third section is the Incident Details. This is where Users specify the Incident Code for the Service or Equipment and optionally describe the problem they are having in the Incident Details text area. These Incident Codes can be the (2024.1) Generic Incident Codes or the specific Incident Codes that are specified on the Service Catalog or Equipment Catalog that is selected. Select an item from the Incident Code from the drop-down to set the type of Trouble that is happening. This code is attached to the Incident Request for the Service Rep to review.
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Optional Information
Attachments
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Users can review the Articles by clicking on the title which opens a new page for the User to review the Article. After the User is done reviewing the Knowledgebase Articles, the User may still Submit the Incident by clicking the button.
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Additional Information
This section allows Users to create their own custom questions using Incident User-Defined Fields. For additional information on Incident UDFs, please see the UDFs in CustomerCenter page.
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