Reporting an Incident
You can report an issue (also called an incident) using the Report an issue using template pane on the Self Service home page. See The Self Service Home Page for procedures on using this feature.
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For creating software installation or computer provisioning incidents using FrontRange Desktop and Server Management (DSM), see Software Installation and Computer Provisioning Using DSM.
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After you report an issue, it is assigned to or accepted by a Service Desk Analyst who takes the necessary steps to resolve it. The system emails you the status at key points in the resolution process, and you can also track progress as described in Tracking a Service Request.
Report a New Issue
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1.
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From the Self Service home page, click Report an issue. The system displays the My Items tab with an issue form. |
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2.
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Enter information in the following fields: |
| Template |
Select the relevant template from the list, or select None if you do not see a template that matches your issue. |
| Incident ID |
The system automatically generates this number. Use this number to track your issue throughout the system. |
| Status |
The system automatically sets the status to logged. |
| Summary |
Enter a brief summary of the issue. |
| Description |
Enter a detailed description of the issue, what steps have been taken to resolve it, and customer contacts. |
| Urgency |
Select an incident urgency level from the list: high, medium, or low. The Service Desk uses the urgency level that you specify, along with other criteria, to assign an overall priority to your issue. |
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3.
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Click Save Incident. The system displays the My Items tab, showing all the records created by or assigned to you, including the issue that you just created. You can access and track the issue in the Self Service module from the My Items tab as described in Tracking an Incident. |