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 <font color="darkorange"><b>Incident</b></font>, 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.

• Click on 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 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 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 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:

• Incident for me
• Incident Pool
• My Incidents
• detail

• Click on 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 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 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:

• Create new Incident for existing Customer
• Create new Incident for a new customer
• Incident Pool
• Incident History
• My Incidents
• detail