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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. Table of Contentsoutlinetruestylenone

Adding an Incident

Navigate to Main > Service Desk > Incidents. Select the Add button Image Modified located on the Grid Toolbar above the Incidents grid.

The User must address the required data fields upon opening the Incidents data entry form (see image below). Each new Incident must have a defined SD Type, Source, Status, Service Rep, and Owner/Contact.

Image Modified

The critical difference between the Incident data entry form and its Service Request and Order counterparts lies in the first tab, entitled 'Reported Problem'. On the tab there is now a Service and Equipment radial selector. The first thing the User would need to do is select Equipment if the Incident is on Equipment since Service is selected by default. After selecting either Service or Equipment the User can then click the Picker.

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Once all required data fields have been fulfilled and the Incident has been satisfactorily described, click Image Modified at the bottom of the Incident data entry form. The Incident will now appear on the Service Desk Incidents grid.

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• 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). Select Image Modified 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). Select Image Modified 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 button Image Modified 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  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 Image Modified 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.