How-To Assign

Support Management

When a user raises an incident, an email is sent to the assigned users.

Step 1: Login to JustPerform and Click on My Support

Step 2: In the Incident dashboard check for the incident assigned and click on the description of the incident

Step 3: Incident window opens with the information entered by the user

Step 4: Check the details of the incident (References, Comments & Description)

Step 5: Based on the priority of the incident and the due date, the incident needs to be considered for resolution

Step 6: Below are the key tasks an incident manager should perform

Assign Support agent

• Click on the dropdown list of Assigned To to select assignee.

• Click on the dropdown list of Supported By to select the users who can support.

Update Status

By default, the status of the incident will be NEW for an incident raised by user

• In Progress- indicates that an incident has been assigned to an agent but has not been resolved. The agent is actively working with the user to diagnose and resolve the incident.

• Retesting - indicates when an incident is being retested for verification during the execution time after the bug is fixed

• Resolved - means the support staff has confirmed that the incident is resolved, and the user’s service has been restored.

• Closed -indicates that the incident is resolved and that no further actions can be taken

• Rejected - When an incident is out of Scope in terms of Service provided

• On-Hold- indicates that the incident requires some information or response from the user or due to System Update/Maintenance.

Add comments/Reference

Enter comments regarding the incident troubleshooting or resolution

Attach files in the comment section to support the resolution of the incident.

Step 7: Click on the Save/Send button

What happens on Save -

• Status of the incident is updated successfully.

• Dashboard updated with updated status of the incident.

• Notification email is sent to the user(s) mentioned in the creation window.