The Analysts are the single point of contact between End Users and the IT Service Management of the organization. They are the first contact in an organization for any and all IT questions. The Incidents logged by the End Users are assigned to the Analysts. The Analysts troubleshoot the Incidents and provide a solution to the End Users.
You, as an Analyst, can perform the following key actions in the Incident Management module:
- Log Incidents for End Users, see Logging Incidents for Users
- View or update Incidents, see Viewing and Updating Incident Details
- View the list of Incidents assigned to you and take appropriate actions, see Analyst Dashboard_IM
- View the list of Incidents assigned to your Workgroup and take appropriate actions, see Viewing and Updating My Workgroup Incidents
- Create Work Orders for Incidents, see Creating Work Orders_IM
- View the list of Work Orders and update them, see Viewing and Updating Work Orders.
- Communicating with End Users for Feedback Moderation, see Feedback Moderation.