The user is prompted to select the category of their problem. If there are quick incidents defined then this option will also be available on this screen.
Users can easily add a new incident by using a wizard driven process. The text and fields shown during the wizard are customisable, as previously mentioned. See Customisable Text for further information.
1. Incident Classification.
The user is prompted to select the category of their problem. If there are quick incidents defined then this option will also be available on this screen.
2. Specific Questions.
This step in the wizard ensures the user completes any questions that are defined as part of the Category User Defined Fields. The fields in this list can be pre populated to ensure easy selection for the users.
3. Specific Fields.
This step in the wizard allows the user to select some of the more advanced incident options such as the incident priority and the name of the specialist to deal with the incident. It is usually the case that during configuration, these fields will be defaulted to specific values and then hidden from the user. If all of the fields are hidden then this step will not be bypassed.
4. Incident Description.
This step in the wizard allows the user to freely type in the nature of the problem they are experiencing. There is an embedded spell checker provided to aide their text input. Once the user clicks on the Finish button, the Incident will be saved.
5. Incident Saved
After the Incident has been saved this fact is confirmed to the user and they are presented with their incident ID number. By clicking on the button, they will be taken to the Incident Details screen where they can add additional information and attachments to the incident.