(2024.1) Incident Wizard

Open

When a User clicks the 'Incident' button  or the 'Report Incident' button  , the 'Add New Incident' wizard will open.

Users can also quickly access the 'Add New Incident' wizard by clicking the 'Report Incident' menu option from the 'Options' menu. This option is available on forms for items that are reportable.

Open

Incident Details

Starting on the 'Incident Details' selector, the User will have to assign a 'Service Rep' and 'Incident Code' because both are required fields.

The 'Service Rep' picker will auto load with User's Name. From here, the User needs to select the 'Incident Code' from the picker. Any Service Incident Codes or Equipment Incident Codes related to the item in question will load into the drop down. Generic Incident Codes will be used if there are no Incident Codes specific to the record that is being reported. The User can then specify any related details in the Incident Details field. Once the User has entered the appropriate information, the User can click the 'Continue' button. 

Attachments

This will move the User to the 'Attachments' section of the wizard. In this section, the User can associate files with the Incident if they are desired in the same manner as the Upload Attachments functionality. Once the User has uploaded the file(s) that they desire, they can click the 'Continue' button. 

Knowledgebase

This will move the User to the 'Knowledgebase' section which has a grid of all the existing Knowledgebase Articles that are associated with the Incident that was selected in the first step. In this section, the User can view an article by double-clicking it from the grid. The Article will open in a new form. If there is a solution to the Incident here, the User can read up on it before submitting an Incident. If after reading the Knowledgebase Article it is still desired to create the Incident, the User only needs to click the 'Create Incident' button. 

A dialog will open. If the User clicks the 'Yes' button,  the Incident will be created.