Incident items are used in incident management feature of Miradore. Basically, incidents are events that do not belong to the standard operation of service. Incidents may even cause interruptions or decrease the quality of the operation of service and therefore it is vital to find a resolution for them.
Typically a new incident is created when client or end-user reports an incident via phone, email or Self service portal. However, incidents can also originate from event monitoring.
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Tab name |
Description |
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Main |
The incident item attributes and values. Description of incident item attributes. |
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Event log |
All events related to the incident item are shown here.
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Task |
Description |
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Add update |
This task adds an update into incident attributes updates field. |
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Change status |
This task is used to change the status of an incident when necessary. |
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Remove |
Removes the incident from Miradore. |