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====== Incident Management ======

According to the purpose and the usage of your 1stAnswer4.0 application you can create and answer customer incidents for the following three possible target groups : 

  * for new customers 
  * for existing customer 
  * for yourself as a customer

The menu navigation for Incidents accounts for the differentiation based on two cases:


  * You can choose your own <html><font color="darkorange"><b>Incident</b></font></html>, which you have created for yourself as a customer under your name **(A)**. In this case you are the customer yourself and so to speak you are a **self service user**.
  * And you can choose the specific customer Incident for which you and your team as Customer Support are responsible for processing **(B)**. In this case you are the Customer Support.

We will orientate ourselves according to these two fundamental cases. 





===== Case (A) - Self Service User: =====

{{:en:im:en_menuforme.jpg|Incident Management menue}}

  * Click on [[en:im:create:start#a_create_incident_for_me|Incident for me]], when you want to create an __Incident as a customer under your name__ and you would like to forward the Incident to your Customer Support for processing. 
  * Click on [[en:im:pool:start|Incident Pool]], if you are looking for an Incident __which has been created by yourself or somebody else__. You can select this according to your User Rights. In the [[en:im:pool:start|Incident Pool]] you can specify the Filter Functions and Search Settings. 
  * Click on [[en:im:pool:start#my_assigned_incidents|Assigned Incident]], if you would like to have an __overview over all customer Incidents__, which are currently assigned to you as a Customer Support and are still open. This is an automatic filter function.
  * Click on [[en:im:detail:start#my_incidents|My Incidents]], if you would like to have an __overview over all Incidents__, which have been created by yourself or from your Customer Support under your name. This is also an automatic filter function. 

For further articles:

   * [[en:im:create:start#a_create_incident_for_me|Incident for me]]
   * [[en:im:pool:start|Incident Pool]]
   * [[en:im:detail:start#my_incidents|My Incidents]] 
   * [[en:im:detail:start]]


===== Case (B) - Customer Support: =====

{{:en:im:en_menuforcustomer.jpg|}}

  * Click on [[en:im:create:start|New Incident]], if you want to create as a customer support a new Incident which maybe assigned to yourself or one of your colleagues. 
  * Click on [[en:im:pool:start|Incident Pool]], if you are looking for an Incident __which has been created by yourself or somebody else__. You can select this according to your User Rights. In the Incident Pool you can specify the Filter Functions and Search Settings. 
  *  Click on [[en:im:pool:history|Incident History]], if you would like to have an overview over all Customer Incidents  which have been or will be assigned to you. 



For further articles:

   * [[en:im:create:start#c_create_incident_for_an_existing_customer|Create new Incident for existing Customer]]
   * [[en:im:create:start#d_create_incident_for_a_new_customer|Create new Incident for a new customer]]
   * [[en:im:pool:start|Incident Pool]]
   * [[en:im:pool:history|Incident History]]
   * [[en:im:detail:start#my_incidents|My Incidents]]
   * [[en:im:detail:start]]
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