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Managing Incidents via Email

Entering an Incident via Email

The system processes Incidents via email when the Administrator has enabled the following options, under the Administrator>Setup>Email>Setup tab:

The Customer sends an email to the support system email address or to an alias account that has been assigned to a Team of Technicians. The application uses the Customer's email address to verify they have an account, and populates the Incident Description with the body of the email. Any attachments sent with the email are uploaded to the Attachments tab of the newly entered Incident.

    

By default, when the application is installed a Classification of General exists. If required, this Classification can be renamed. However, when a new Incident is received via email, it is assigned the General or the renamed Classification. The Priority is set to Medium and the Item assigned to the Incident is set to Unknown, unless the Customer only owns one Item in the system, in which case that Item will be assigned to the Incident. The Classification and Item can be changed by the assigned User when they open the Incident in edit mode.
 

    

Notification that an Incident has been received is sent to the User assigned to the Incident, and a confirmation email is sent to the Customer. For further information see:Email Polling and Incident Creation.

  

Managing Incidents via Email

Customers can manage Incidents via email by including the Incident # followed by the specific Incident number in the Subject field of the email. The Incident is referenced by its number, and an Incident Note is created in the system using the main text of the email, with any email attachments converted to Incident attachments.

 

The audit history of the Incident is updated and notifications are sent based on the Incident settings.

  

Editing Incidents created by Email

To edit an Incident, click the Incident number or problem report hyperlink. The selected Incident will default to the Incident Information tab.

To edit your selection:

  1. Click on the Edit button

  2. Make the required changes such as: Assign the correct Item, Classification and Status (See: Summary tab)

  3. Click Save.