Administrator Guide

Vision Helpdesk Incident type Settings

Karishma Sibal Apr-24th, 2015 12:35 0 0

Incident type

Incident type helps the staff as well as clients to define what the Incident is all about.

Using Incident type, you can channelize Incidents efficiently in the helpdesk.

Example Incident can be issue, bug or a simple query

Note: By default, there are three Incident types:

- Issue – If there is some problem then you can select Incident type as Issue.

Example - Unable to Login to the portal

- Question – If you have any query or doubt then you can select Incident type as Question.

Example – What is pricing for the helpdesk.

- Bug – If you find any unexpected behavior in the system then you can select Incident type as Bug.

Example – Send email button not working.

Issue Incident type cannot be disabled but you can rename it.

Path: Settings>>Module Properties>> Incident type.

Mass Action on Incident type: It is possible to select either of the Incident type or more than one Incident types with the help of checklist and perform the desired action on them. The Incident types can be either enabled or disabled.

Any Incident type can be deleted using the delete option except the default ticket types or the ticket type which is already assigned to any of the tickets.

Apply filter: You can apply a filter based on the title and enable or disable the status field.

Add Incident type:

Title: The name of the Incident type should be specified here.

Display order: If there are many Incident types available then sorting for the type listing can be done from display order. Incident types get sorted as per the display order of the type specified.

Access: There are two types of accesses that can be assigned for the Incident types:

- Public: When public access is selected then it will be visible to both staff and the clients.

- Private: When private access is selected then it will be visible only to the staff members.

Module access: It consists of the module that will have access to the particular Incident type. More than one modules can be selected.

Status: It is possible to enable or disable a particular Incident type. If any of the Incident types is disabled then it will not be visible in the drop-down list.


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