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.
- View or update Incidents logged for you, see Viewing/Updating My Incidents.
- View End User Dashboard, see End User Dashboard.
- Copy Incidents, see Logging Incidents.
- Search Incidents, see Viewing My Incidents List
- Escalate Incidents, see Viewing/Updating My Incidents.
- Reopen Incidents, see Viewing/Updating My Incidents.
- Provide feedback on the resolved Incidents, see Viewing/Updating My Incidents
- Close resolved Incidents, see Viewing/Updating My Incidents.
- Chat with Analysts, see Chatting with Analysts.
- View Knowledge Records (KRs) and also rate them, see Knowledge Dashboard.
- Participate in Surveys, see Survey.