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-Service 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 Self-Service desktop
• Configurable rules for updating and sending notifications
• Numerous predefined incident reports and views; you can create custom reports using iSupport's SQL reporting feature