Managing My Incidents
Enterprise IT
Mayuresh Balaji Kamble (Unlicensed)
Chilukuri Srinivasa Reddy (Unlicensed)
Owned by Enterprise IT
SummitAI Service Management Help
Incident Management
End Users
Analysts
Administrators
Configuring Incident Management Module
Configuring Custom Fields for Incident Management
Configuring Category Incident Management
Configuring ETR E-mail Notifications
Configuring Incident E-mail Notifications
Configuring SLA Service Windows
Configuring Workgroup SLA Window
Configuring Information Ticker
Configuring Voice Call Notifications
Mapping Standard Operational Procedures
Configuring End User Incident Details Page
Reports
The Analysts can also log their issues, view the Incidents logged, and update them. In addition to the actions that Analysts can perform (see: Analysts_IM), they can also perform all the actions of an End User.
- Log Incidents, see Logging Incidents_IM.
- 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.
Confluence Cloud Migration Alert: Please refer to known issues you may encounter in Confluence Cloud: https://eitdocs.atlassian.net/wiki/x/wDGwAQ