Enable your organization to streamline your incident process, effectively use
knowledge and resolve issues quicker. Technicians shouldn't be bogged down with tracking what they are
doing. Quick and efficient, Incident Management automates some of the typical tasks that can slow processes
Automate routing of issues through the use of Routing Rules. Based on the category, asset type or item,
location, department or other fields, the assignment to the correct support team or technician can be
automated. Quick Incidents speed creation of common incidents and can even be published to end users by
department or location. Enable human resources to submit a new hire process with the required information
and have it route to the correct support teams to increase efficiency.
Reduce calls to service desk by processing incoming emails to incidents and allowing end users to
submit incidents via the self service portal and search the knowledgebase. Keep users up to date with
automated email notifications and customizable email templates.
Don't let things slip through the cracks with Service Level Agreements and escalations. SLA's can be
applied based on fields in the incident window as it is being filled out. Reminder emails, color coding
reassignments and priority escalation can be triggered throughout the incident lifecycle.
Don't recreate the wheel with use of the built in knowledgebase. Technicians won't need to leave the
incident window to search the knowledgebase. The Dynamic Knowledgebase pane in the incident window will
filter articles by category so that article details are a click away. Each article can be marked as public
or limited to just technicians to separate configuration or procedure articles from end users.
Learn from the past. User and asset history is automatically shown in the incident window to spot
reoccurring problems, training issues or problematic assets.