Create an incident in Proactive Service Experience Workflows

Create an incident record in Proactive Service Experience Workflows to document an issue that your customer is facing.

Avant de commencer

Role required: sn_ind_tsm_sdwan.PSEW_USER, admin

Procédure

1. Navigate to Workspaces > Service Operations Workspace > Incidents > All.
2. From the incident list view, select New.
3. On the form, fill in the fields.

   Tableau 1. Incident form

   Field	Description
   Short description	Brief description of the incident.
   Description	Detailed explanation of the incident.
   Number	Unique system-generated incident number.
   Company	Customer account that faced a network issue.
   Caller	User who contacted you about an issue.
   Location	Location of the caller.
   Channel	Communication method that is used to create the incident. The available options are: Chat Email Phone Monitoring Self-service Virtual agent Walk-in
   State	State of the incident through several stages of resolution.
   Impact	Measure of the effect of an incident or problem.
   Urgency	Measure of how long the resolution can be delayed until an incident or problem has a significant business impact.
   Priority	Based on the impact, urgency, and how quickly the resolution can be completed.
   Service	Affected business service.
   Service Offering	Service offering that consists of one or more service commitments that uniquely define the level of service for the availability, scope, pricing, and packaging options.
   Configuration item	Affected configuration item.
   Assignment group	Group that works on the incident.
   Assigned to	User who works on this incident. If the Assignment group changes, the Assigned to field is cleared.
   Additional comments	More information about the issue as needed. All users who can view the incidents can see the additional comments.
   Work notes	Information about how to resolve the incident, or the steps that were taken to resolve it, if applicable.
   Category and Sub Category	Type of issue. After selecting the category, select the subcategory, if applicable.

4. Select Save.

Résultats

The incident is created.