What is an incident?

This article explains what an incident is in general and the main functions available within an incident.

GENERAL INFO:

 

Incident Flow

Creating an incident

Whenever you are facing an issue as a technician, you can Create an Incident to get supported by an expert. An incident can be compared to a ticket within a ticketing system where the issue is solved by communicating directly with a dedicated expert.

The person who creates an incident is the Creator. The expert who helps solve the incident is the Owner of the incident and can also forward it to other experts if needed. By default, technicians can create incidents and only experts can accept incidents.

 

Incident status

Once created, the incident appears on the expert's waiting list in an open Status. The expert can then Accept the Incident to start the communication. When the incident is accepted its status changes to in progress. There are also other Incident Transitions which change the status of the incident.

 

Incident participants

For any incident in progress, the Incident Participants can be managed. The owner of an incident can Add a Participant who can help solve the issue or Remove a Participant who is not required to be part of the incident anymore. Furthermore, incident owners can Handover the Incident to another expert. Participants can also Leave an Incident (Chat).

As soon as the issue is solved, both technician and expert can Close the Incident by changing its status to closed. Closed incidents can be re-opened in case additional support is required.

 

Incident details

The Incident Detail Page informs you about the Incident Status as well as the Incident Participants. Also, Incident Title and Description can be edited by the owner and creator of the incident.

All incidents are sorted by the date of the last activity. 

 

There are many other functionalities available within an incident, each described in a separate article. Simply go through the articles here in the Knowledge Center to get more familiar with REFLEKT Remote.