Incident Management

How do I create an Hardware Incident?

Open Create Incident, under Incident Management or from a Create Incident widget on the Home page.

Choose Hardware on the top tab
Select site
Select Asset
Once you selected the site and asset, the incident creation form will be open
Contact detailed will be pulled from your profile
You can update the contact details
Complete the requested fields
You can add attachments with supported file types: doc, docx, jpg, pdf, png, txt, xls, xlsx, ppt, pptx, csv, zip

Create HW Incident Page

Figure 20. Create Hardware Incident Page

Create HW Incident Form

Figure 21. Create Hardware Incident Form

Open Create Incident, under Incident Management or from a Create Incident widget on the Home page.
Choose Software on the top tab
Select Software Solution
Select MCN
Select Store
Once you select the site SW solution, MCN and Store the Incident creation form will be open
Contact detailed will be pulled from your profile
You can update the contact details
Complete the requested fields
You can add attachments: doc, docx, jpg, pdf, png, txt, xls, xlsx, ppt, pptx, csv, zip

Create SW Incident Page

Figure 22. Create Software Incident Page

Create SW Incident Form

Figure 23. Create Software Incident Form

Click on View Incidents, under Incident Management menu or from the widget on the Home page,
You have a toggle if you would like to see only Resolved Incidents.
Review the list of incidents.
Each incident is listed with the following details: Store, Incident, Country, State, City, Status, Create Date, Priority, Caller name, Product Reference, Product ID.
All the Incident details can be assorted by ascending or descending order to help you locate the incident you need to update or review.
Select the Incident that you would like to update from the list of incidents.
Make sure to review the reports below the form: Incident Details, Site Location, Equipment, Status. Remarks.
Click on Add Remark to open the Incident update form.

Update Incident Page

Figure 24. Update Incident Page

Update Incident Form

Figure 24. Update Incident Form

When creating or updating an incident you can attach the following file types: doc, docx, jpg, pdf, png, txt, xls, xlsx, ppt, pptx, csv, zip