End Users are the users of the organization's IT infrastructure. Whenever, they face issues in working in the IT infrastructure (for example, slow internet, crashed computer, virus attack, etc.), they raise Incidents to report the issues.
You, as an End User, can perform the following actions using the Incident Management module:
- Log Incidents, see Logging Incidents.
- View the list of Incidents logged for you, see Viewing My Incidents List_IM.
- View or update Incidents logged for you, see Viewing Updating My Incidents_IM.
- View End User Dashboard, see End User Dashboard_IM.
- Copy Incidents, see Logging Incidents_IM.
- Search Incidents, see Viewing My Incidents List_IM
- Escalate Incidents, see Viewing Updating My Incidents_IM .
- Reopen Incidents, see Viewing Updating My Incidents_IM.
- Provide feedback on the resolved Incidents, see Viewing Updating My Incidents_IM
- Close resolved Incidents, see Viewing Updating My Incidents_IM.
- Chat with Analysts, see Chatting with Analysts_IM.
- View Knowledge Records (KRs) and also rate them, see Knowledge Dashboard.
- Participate in Surveys, see CSAT Survey.