Incident Management
Tracking and monitoring the life cycle of incidents is essential to minimizing business impact.
Features
iSupport’s Incident Management functionality can assist in issue tracking and accomplishing quick restoration of service with the following:
- Incident creation from email, direct entry, scheduling, or self-help End User Desktop
- Customer information fields
- Description and resolution fields
- Custom fields
- Related incidents, assets, problems, changes
- Categories
- Scripts
- Scheduling
- Auto-fill, auto-close, and hierarchical templates
- Approval cycles
- Routing based on location, skill, name, and group
- Priority, configurable status fields
- Escalation
- Service contracts
- Access to knowledge base
- Approval, audit, correspondence, customer, SLA, and work histories
- Fully configurable notifications
- Configurable display on the iSupport End User Desktop
- Priority and reassignment-based service level agreements
- Custom SLAs associated with customers, categories, companies, or templates
- Numerous predefined incident reports and views; you can create custom reports using iSupport's SQL reporting feature
