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My Support homepage provides a personalized dashboard with complete transparent view of your Incidents & everyone's Incidents, their current progress, who is working & when is it expected to get resolution, filtering, exporting Incidents & finally a Complete dashboard report of all the Incidents using visualizations.
Level2 Header
Level 2 Header of My Support provides multitude of all features required for managing Incidents from support management system with user flexibility & transparency.
Search To search for any existing Incidents, provides transparency to search not just Incidents raised by self but everyone so as to track the existing Incident & avoid creating redundant Incidents for the same cause
New Incident Create new Incident, can be defect , Change request Or just clarification, any type of Incident can be raised & assigned to the team, this makes all the Collaboration simpler
Watchlist Assign/ tag yourself to watchlist for the Incidents you want to track & know the progress, Multiple users can get the status of the request by being tagged in the watchlist
My Incidents Incidents raised by self, assigned to Or supported to self are filtered by this
Everyone All the Incidents across the Organization are displayed under this view
Filter Requests/Incidents can be filtered by selective & advanced filtering options
Export Incidents can be exported to excel, in case required for sharing Outside the platform
Dashboard Fields
Request ID
system generated sequence number to assign for each new Incident for tracking purposes
Running sequence number
Description
Description provided while creating the Incident
Text
Priority
Priority of the incident, derived based on Impact & Urgency Info provided by user
Urgent
High
Normal
Low
Status
Displays the status of the Incident, at what stage it is progressing - this will be updated by different parties
New - default - Status is New for a new incident
In-Progress - If an existing incident is already being worked upon by the team
Retesting - Incident has been fixed & reverted for retesting
Resolved - Incident has been fixed & retested to clear from both sides
Closed (Auto)-When resolved & not manually changed to resolved up until certain period of time -the incident gets closed automatically
Rejected - When an incident is rejected by the person-In Charge
On-hold When the incident is put on hold due to any of functional / technical reason Or any Information pending
Type
Displays what type of Incident this is.
Defect - When the incident is raised due to a defect/error
Change - When an incident is raised for a change in the existing process then user can mark this type
Service - If a user has a service request
Clarification - If a user needs a clarification on existing process/ configuration
Process
Incident raised from which process , as there can be multiple processes & each process has their own activities & tasks
Due Date
the expected date marked for the incident to be resolved
Date
Assign To
Person responsible for looking into the Incident
User
Supported By
Supporting person responsible for addressing the Incident.
User
Updated Date
Latest date when any changes made to the Incident
Date
Updated By
Name if the user who modified the Incident latest
User
Created Date
Date when the Incident was created
Date
Created By
Name of the user who created the Incident
User
Last updated