(v1) .Report an Incident v2020.3

When there is a problem with a Service or piece of (v1) Equipment, Customers can submit an Incident Request from the CustomerCenter to the (v1) Requests grid. This allows the Service Reps to triage any given problem and work to find solutions to the reported problem.

Methods to Report an Incident 

There are three methods that allow a CustomerCenter User to Report an Incident. All three methods submit to the Requests grid.

Support Menu

The Support menu option is the most direct method to generate an Incident Request. To Report an Incident, navigate to Support > Report an Incident in the CustomerCenter menu.

Clicking on the Report an Incident link opens the Report a Problem page.

Quick Links

When CustomerCenter is opened, the Quick Links widget displays on the (v1) Home Page. The Report an Incident link displays here.

My Services/Equipment

On the home page of CustomerCenter, there is a My Services/Equipment section which displays information about all the Services and Equipment that the User owns. If the User is a Coordinator Type, they are able to manage all of the Service and Equipment assigned to their Department(s).

In the far left column of either section, there is a Menu Icon  for each Service/Equipment in the grid. Through this menu, Users can perform certain administrative tasks on that Service/Equipment. The menu is composed of three options: Create Incident, Change, and Remove. To report an Incident from this section, click on Create Incident.

Report an Incident form

Regardless of the method used, all open the Report a Problem form. This form is divided into four sections: Service/Equipment Information, Owner, Incident Details, and Optional Information.

Service/Equipment Information

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.

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.

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 (v1) 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.

Optional Information

Attachments

The section labeled Optional Information allows Users to attach any documents or files to the Incident. Once the User finishes filling in at least the required fields in each section (designated by a red asterisk(*)), click on the button on the bottom of the page. A dialog displays any Knowledgebase Articles which may be relevant to the problem the User is experiencing. If no relevant Articles are found, the dialog asks the User to confirm the submission of the Incident.

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.

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.