Incident Management

Glimpse of the Inbox

Dennis Braganza Apr-23rd, 2020 15:32 0 0

A glimpse of the Inbox

The inbox is a centralised portal where your staff members can view all the incidents received in the system through multiple channels.

Inbox is divided in two parts:-

  1. Left-hand side: 

The left hand panel is made up of Filters, Departments, Labels. These options will help you to segregate the incidents received in the inbox.

Under Filters, we have provided you predefined filters. Apart from these predefined filters, you may also create additional filters of your choice by using the advance search option.

Under Departments, you can see the incident segregated based on the department for which the incident has been raised. You can add these departments from the manage portal admin settings. Under departments you will see incidents segregated based on statuses. You can also add custom status of your choice.

Under Labels, you can see a default label called Important which cannot be deleted. You can also add labels of your choice for additional incident segregation.

  1. Right hand side:

2.1 Incident listing board: In the listing area, you can see all the incidents coming from

different channels.At the top you will find the count for the total number of Incidents.The icon on the ticket listing board represents the channels from which the ticket is created i.e. email, client portal etc.Using admin settings you can also change the number of tickets displayed on the listing page, say you want 30 tickets to be displayed on one page. 

2.2. Views icon: It helps to modify the representation and sequencing format of the Listing of incidents. On the right-hand side, this is the first icon that can be found on the top right of the incident listing board. As you can see the listing board is made up of columns and each column displays a unique property of the ticket, v.i.z. Ticket hash, Subject, Department, Priority, etc. Views option enables the user to create his personalised views where he can manage which properties of ticket should be displayed and in what order. The default view can be viewed by everyone. The staff can also create and use their own personal views.

2.3. Search & advance search:  We provide you with module wise search feature. Say you want to search a ticket and you have a ticket hash or subject for the ticket then you can just type or paste the desired content in the search box and click on the Incident option to search the incident. 

This option can be found on top of the incident listing area on the header. When you click on it, the icon expands to be a search box where you can type the desired content and search it across modules. 

If you are not satisfied with this search option, we have also provided advance search option which can be accessed using search icon and filter list icon. Advance search enables you to search across the system using criteria match. You can also search the trash and spam using this option. This advance search can be saved as a filter for recurring usage.

2.4 Tags: Tags are used as an additional filtration option for your incident. You can add tags to an incident through the incident properties from the left-hand panel when you open an incident. The next time if you wish to add the same tag to any other incident, under the tags field you will find the same tag as a suggestion. 

So, on a single click you will be able to access all the tickets which have the same tag.

2.5 Add new icon: It is symbolised as a Plus icon on the incident listing area on the Header just beside the search icon. This option allows you to add a new incident, client, organisation, blab, task or a service catalogue in just one click.

2.6 Launcher icon: This icon is placed on the header above the left-hand panel and it acts as a shortcut key to access all the modules present in the system. Through this launcher key, when you click on a particular module, you will be redirected to that page.

2.7 Notification: It is a bell-shaped icon situated above the incident listing area on the Header in between the add new icon and settings icon. This option notifies you regarding several new activities under incidents, clients, solutions, billing, ITIL, tasks, forums and assets.

2.8 Mass Operations: Using mass operations you can perform actions on a set of tickets at once instead of performing the same action for each ticket individually. Hence, it is a time saver when it comes to performing the same operation on a number of tickets. It also enables the user to custom select only the required tickets from the ticket listing board. The user can perform various mass operations like mark as Read/Unread, Merge, Apply custom SLA Link, Delete, Ban, Export to PDF and Mass reply.


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