How do I create an incident?

Here you find the step-by-step process of how to create an incident.

 

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HOW TO CREATE AN INCIDENT:

 

As a technician you have two options to receive expert support whenever you are facing an issue:

A. Create an incident for any available expert

B. Create an incident for a specific expert (in your contact list)

 

A. How to create an incident for any available expert:

If you don't have a specific, assigned expert in your contact list or if you cannot specify the issue, you can contact any expert. To do so, follow these steps:

1. Ensure that you meet the requirements listed here to run REFLEKT Remote properly.

2. Open the REFLEKT Remote app.

3. Tap on the Contact an Expert button on the main screen.

Contact an Expert Screen-1

4. Type a message explaining your issue and click the send icon. The more details you provide, the faster the expert can help you. You can also attach photos or videos via the image icon.

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NOTE: Tap on the incident number at the top of the chat. Populate the fields on the incident detail page such as title and description in case the incident is handed over to another expert. This makes it easier for him to understand the issue and solve it. Find out how to edit incident details here.

5. The incident is added to the waiting list and will be accepted by an available Remote expert.

Once created, the incident appears on an expert's waiting list with an open status. He can accept the incident to start the communication. By accepting the incident, its status changes to in progress. For more info about the incident status see here.

 

B. How to create an incident for a specific expert:

If you have a specific question concerning your issue, you can contact a specific remote expert who is already in your contact list. To do so, follow these steps:

1. Ensure that you meet the requirements listed here to run REFLEKT Remote properly.

2. Open the REFLEKT Remote app.

3. Tap on Contacts to open your contact list.

iPhone_Contacts_clear

4. Tap on the contact you would like to include as an expert in the new incident.

5. Click the Create new Incident button.

Create New Incident Screen-1

6. Now explain your issue in the message field at the bottom. The more detail you add, the faster the expert can help you. You can also attach photos or videos via the image icon.

iPhone_Chat_message_attachments2

NOTE: Tap on the incident number at the top of the chat. Populate the fields on the incident detail page like title and description in case the incident is handed over to another expert. This makes it easier for others to understand the issue and solve it. For more info about the incident status see here.

7. After sending your message, the expert will get a notification.

Incidents created for a certain expert you have worked with before are immediately in progress and don't need to be accepted by the other person. For more info about the incident status read here.

 

For a detailed explanation of how to create an incident, please watch our tutorial video here:

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