Tracking and Updating Incidents with the Incident Queue Console

Use the fields and buttons on the Incident Queue Console to track and maintain incidents after they are created. The console collects all of the incident information and links on a single form.

1. Use the top left pane to get a quick view of the overall incident picture:

   Incidents

   Late

   The number of late incidents in the grid is displayed. Lateness is determined based on the date of entry and the priority code assigned to the incident.

   Unassigned

   This read-only field shows the number of incidents that do not have a partner assigned in the Owner field.

2. Use the top right pane to filter the console so that it displays only the incident information you want, and then click Refresh:

   Dept

   Select the department out of which the partner works.

   Partner

   Select the partner.

   Late Only

   Select this check box to limit the grid display to show only late incidents. Lateness is determined based on the date of entry and the priority code assigned to the incident.

   My Incidents Only

   Select this check box to limit the grid display to show only records where the incident owner matches the partner ID of the current user.

   Exclude Assigned

   Select this check box to limit the grid display to show only records that have no partner assigned to the owner field of the incident.

   As Of

   Select a date to be used for record filtering.

   Specific Incident

   Filter based on an incident number.

   You can also specify a department or partner and then click Schedule to display the appointment schedule for that department or partner.

3. Use the Incidents grid to view information from the Incidents form, filtered according to your specifications above. The fields in the grid are described in Adding an Initial Request for Service (Incident).
4. Select an incident from the grid in order to perform the actions below on the incident.
5. Use these buttons to quickly open these related forms, where you can perform actions:
   • Click Create Incident to open the Incidents form and create a new incident.
   • Click Become Owner to add yourself (using the partner associated with the user ID you are currently logged in under) as the owner of the selected incident. (User IDs are associated with partner IDs on the Partners form.) This button is activated when the Partner field in the header section of the form is populated.
   • Click Dispatch to launch the Service Schedule Dispatch form with the reference values populated from the selected incident.
   • Click Enter Transaction to launch the Enter Transaction form, where you can specify the SRO and the hours worked and billed for an incident.
6. Use these buttons in the View pane to quickly open these related forms, filtered to match the information in the selected row in the Incidents grid:
   • Click Unit to launch the Units form to view details about a unit. This button is enabled when a unit is associated with the selected incident.
   • Click Customer to launch the Customers form, filtered on the customer associated with the selected incident.
   • Click Incident to launch the Incidents form, filtered on the selected incident.
   • Click SRO Transactions to launch the SRO form filtered on the service order associated with the selected incident. This button is enabled when a service order is associated with the selected incident.
   • Click Source to launch the Service Orders form filtered on the service order associated with the selected incident. This button is enabled when a service order is associated with the selected incident.
7. When an incident is selected in the grid, the panes at the bottom of the form display Notes, Reason/Resolution Notes, and Events related to the selected incident. You can add or modify this information here.

Related Topics

Quick Incident Create: Copying Information from an Existing Incident

Quick SRO Create: Copying SRO Information from an Existing SRO