Managing incidents

This section describes how to view and manage incidents.
To view and manage incidents:
  1. From the Infor OS toolbar, click the Customer Central icon.
    Customer Central option
  2. Click Customer Central > Manage Incidents.
    Manage Incidents page
  3. Select the My Incidents or Company Incidents tab.
    If you have more than one account, you can select the account incidents you would like to view from the account dropdown list.
  4. On the My Incidents page, select:
    • Awaiting My Review – these are incidents pending your action to update Infor
    • My Open Incidents – this shows all your current open incidents
    • My Closed Incidents – this shows your incidents closed in the last 90 days.

    Awaiting My Review list:

    Awaiting My Review

    My Open Incidents List:

    My Open Incidents

    When you have the incident rank administrator permission, you can update the incident rank or flag an incident as a showstopper.

    My Incidents 2

    If you select the showstopper, a showstopper modal is displayed.

    Update Showstopper

    My Closed Incidents list:

    My Closed Incidents
  5. In any of the above views, you can click an incident link in the “Summary” column to view the details of the incident.
    Incident details
  6. You can take one or more of these actions for the incident:
    • Add Comment
    • Request Escalation
    • De-escalate
    • Edit
    • Close Incident
  7. From the Attachments section on the Incident Detail view, you can click the Download icon for any attachment and then click Open to view the attachment. You can also mark attachments as confidential to restrict access to them, and you can delete an attachment from the incident.
  8. When you have finished working with the incident, click an option on the left navigation pane to continue working with Customer Central or click Exit Customer Central to close it.