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Incident management

An incident is any event that is not a part of normal service which causes or may cause interruption in the provision of service or a decrease in its quality. The objective of the incident management process is to restore normal service as soon as possible and to reduce the negative impact of the incident on business operations.
When an incident occurs, its proper classification by a service technician is very important. The employee accepting a support ticket should classify it after interviewing the person who submits it. eHelpDesk allows users to submit all necessary support ticket information and then find a solution in the problem database.

Thanks to this the user is provided with answers very quickly.
  • Detailed incident submission
    Incidents are registered by filling out a form and submitting the support ticket, which is also saved in the database.
  • Logical division of an incident
    In the eHelpDesk system an incident can be classified into individual subcategories (Category/Subcategory/Item) and assigned to a service engineer.
  • Provision of a solution, including a temporary solution
    The service technician may publish solutions (current or temporary). In addition, it is possible to create a public solution visible to all users or a private solution visible to those directly concerned.
  • Incident closure
    The closure of an incident by the service technician informs about completed work on this incident.
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