Adding Events to an Incident

Events record all the steps that you take to resolve an incident.  Events, which are recorded on the Incidents form, include a clock on/clock off feature that you can use for performance monitoring.  Adding events is an optional step in the incident process.

To add an event when there is an update to an incident:

1. In the Incidents form, go to the Events tab.
2. If the amount of time spent on this call is to be recorded, click Start. The time will be recorded until you click End.
3. Specify at least this information:  event code, date, and owner.
4. Enter detailed information about this event under the Notes tab.
5. If a partner is to be dispatched, specify the partner, the date that the partner accepted the request, the dispatch date, and planned arrival date.
6. Specify the date on which someone will follow up with the customer.
7. Click End to end time recording.

For information about other fields on this tab, see Adding an Initial Request for Service (Incident).

Note: You can also add events to an incident through the Incident Queue Console.

Related Topics

Setting Up Incident Event Codes

Adding an Initial Request for Service (Incident)

Tracking and Updating Incidents with the Incident Queue Console