Incident
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SiT! Manual | User Guide → Incident | Chapter 2 |
As is clear from the name Support Incident tracker, incidents are an important part of SiT!, 'Incident' is the name we use for what may also be referred to as a 'support call'. 'service request' or 'helpdesk ticket'.
Incidents are usually referred to by their reference number, what we call the 'Incident Number'. Incidents have a title, an associated product, skill, contract and contact and possibly other information as well. After an incident is added it is always 'owned' by a SiT! user although the user can reassign this ownership while the incident is open.
Status
Each incident has a current status which may be one of the following:
- Active
- Closed
- Research Needed
- Called And Left Message
- Awaiting Colleague Response
- Awaiting Support Response
- Awaiting Closure
- Awaiting Customer Action
- Unsupported
Closed incidents have an additional closing status:
- Sent Information
- Solved Problem
- Reported Bug
- Action Taken
- Duplicate
- No Longer Relevant
- Unsupported
- Support Expired
- Unsolved
- Escalated
Each incident has an 'Updates log' which shows everything that has happened during the lifetime of the incident, a complete record of all contact with the customer, with colleagues and with external engineers.
Incidents can also have files attached.
Next action
In addition to setting the status of an incident you can set a 'Next action' and a 'Next action time'. The Next action is a label that can act as a reminder what is to be expected to happen next with the progress of this incident. Examples: "Try to reproduce in Lab" or "Have a word with Bob about this" or "Wait for customer to get back from vacation".
When 'Next action time' is set the incident will be placed in the Waiting queue. This has no effect on the SLA.
