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.
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Choose Hardware on the top tab
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Select site
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Select Asset
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Once you selected the site and asset, the incident creation form will be open
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Contact detailed will be pulled from your profile
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You can update the contact details
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Complete the requested fields
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You can add attachments with supported file types: doc, docx, jpg, pdf, png, txt, xls, xlsx, ppt, pptx, csv, zip
Figure 20. Create Hardware Incident Page
Figure 21. Create Hardware Incident Form
How do I create Software Incident?
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Open Create Incident, under Incident Management or from a Create Incident widget on the Home page.
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Choose Software on the top tab
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Select Software Solution
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Select MCN
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Select Store
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Once you select the site SW solution, MCN and Store the Incident creation form will be open
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Contact detailed will be pulled from your profile
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You can update the contact details
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Complete the requested fields
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You can add attachments: doc, docx, jpg, pdf, png, txt, xls, xlsx, ppt, pptx, csv, zip
Figure 22. Create Software Incident Page
Figure 23. Create Software Incident Form
How do I update an incident?
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Click on View Incidents, under Incident Management menu or from the widget on the Home page,
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You have a toggle if you would like to see only Resolved Incidents.
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Review the list of incidents.
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Each incident is listed with the following details: Store, Incident, Country, State, City, Status, Create Date, Priority, Caller name, Product Reference, Product ID.
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All the Incident details can be assorted by ascending or descending order to help you locate the incident you need to update or review.
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Select the Incident that you would like to update from the list of incidents.
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Make sure to review the reports below the form: Incident Details, Site Location, Equipment, Status. Remarks.
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Click on Add Remark to open the Incident update form.
Figure 24. Update Incident Page
Figure 24. Update Incident Form
What type of attachments I can attach?
- 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