Creating an incident from an Outlook message

1. Open the Outlook message that you want to use to create an incident, or click New Incident.
2. Specify this information:
   • Interaction Type: Select Incident.
   • Priority: Select a code to indicate the level of priority for the incident.
   • Status: Select a status for the incident.
   • SSR: If the current user is a SSR, the username is displayed by default. Otherwise, click the ellipsis button to open the Search screen and search for a SSR.
   • Customer: Select a customer using the Search screen. If the email address from the Outlook message is associated with a customer, that customer is displayed by default.
   • Add Attachment: Optionally, select this check box to include any attached documents.
   • Document Type: When including an attachment, select the document type for the attachment.
   • Subject: The subject of the email message is used by default and is truncated to the first 40 characters. Optionally, specify a different subject.
3. Optionally, select Mark as Internal to set the incident as internal.
4. Click Submit. The message is flagged with a new icon to indicate that it was converted to an incident. The incident is generated in Infor SyteLine and the Incident field in the Email Interaction pane is updated with the new incident number.