Customer Tab - Incidents

The first step in creating a new Incident requires a Customer be assigned to the Incident. There are two ways to assign a Customer to an Incident, either search and select an existing Customer, or create a new Customer.
 

Create an Incident for an existing Customer

To search and assign a Customer who already exists in the system:

1. Go to Operations>Incidents

2. Click New

3. Search and select a Customer
   Within the Find Customer field, enter any known Customer details or leave the search fields blank to access the complete Customer list. If Custom Fields have been enabled in the Customer Information screen, the Advanced Search option can be used to search on data recorded within these fields.
   
   

4. Click to search the Customer database

5. Select the relevant Customer Name hyperlink to assign the Customer details to the Incident.
   The screen will open the Find Item field.
   
    

See: Advanced Search Options.

Create an Incident for a new Customer

If the Customer does not exist within the system, an account can be created when entering the Incident:

1. Select Incident>Incident

2. Click New

3. Within the Find Customer field, select
   An expanded editable Customer details form is displayed.

4. Enter the Customer details

5. Click Save.
   The form will revert to a non-editable screen of the newly entered details and display the Items Tab.

Incidents for Partner Organization Customers

• When an Incident is created for a Customer of a Partner Organization it is automatically allocated to the Partner User associated with the Partner Organization.

Customers can be assigned to a Partner, in one of two ways:

1. When a Partner logs in and creates a new Customer, the Customer is automatically assigned to that Partner

2. When the Administrator option Edit Customer Partner is enabled, and the Partner is assigned to the Customer within the Customer Information screen of the User > Customers tab.
   
   

Supported Org Units Only option

This option is visible within the Find Customer search field, if the logged in User has been assigned to support specific Organizational Units. Uncheck the option, if search results are to include Customers belonging to all Organizational Units recorded in the system.