====== 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 Incident, 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]]