On the Service Reasons form, set up service reason codes that are used when an incident is created, to describe the reason for the incident or service call. You can define general reason categories, and then define specific reasons for each category. You can also define activities to perform, or questions to ask, that a customer support representative can use to try to resolve the incident without involving a service technician. The suggested activities are displayed to representatives after they select the reason code in the Incidents form and click the General Reasons or Specific Reasons button.
After you define a reason and its activities on the Service Reasons form, click the Activities button to view the activities information as the representative will see it.
This example shows how you could define a General Reason (Maintenance), some Specific Reasons related to that general reason, and some activities to suggest:
General Reason: Maint
Description: Bicycle Maintenance Service
Specific Reason: Brakes
Description: Brake Check
Reason Activities: Does the brake squeal? Does the brake squeeze equally on both sides of the tire?
Specific Reason: Chain
Description: Chain Check
Reason Activities: Is the chain oiled properly? Is a link broken?
You can also specify a default Duration, in hours or minutes, that you expect the resolution of each incident reason to take.
Setting up the System for Incidents