Updating Incidents
From Sit
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SiT! Manual | User Guide → Updating Incidents | Chapter 2 |
Once an incident has been created engineers can add updates to the incident to create a historical log (Called the updates log) detailing everything that has happened since the time the incident was first created. Each update is given a timestamp so that it is easy to look back at the updates log and track progress.
If the Portal is enabled Contacts can view incident updates (unless the engineer has hidden the update from the portal).
To add an update to an incident simply open the incident popup window by clicking the incident title in the incident queue and then select Update from the menu.
[edit] Update Types
- Research Notes - Use this to record the engineers progress towards solving the issue or to record other relevant information
- Email from Customer - Use this to record an email that was received from the customer (via a separate email application)
- Email to Customer - Use this to record an email that was sent to the customer (via an separate email system)
- Phone call from Customer - Use this to record details of a phone call from the customer
- Phone call to Customer - Use this to record details of a phone call made to the customer
- External information - Use this to record information received from an external source
- Review - Use this to make a review of the progress of the incident so far
[edit] Formatting
You can use BB Code to format your updates and any KB articles you refer to will automatically be hyperlinked (e.g. 'KB1234')
