Tracking and Updating Incidents with the Incident Queue Console

Incidents

This field shows the incidents.

Late

The number of late incidents in the grid is displayed. Lateness is determined based on the date of entry and the priority code assigned to the incident.

Unassigned

This read-only field shows the number of incidents that do not have a partner assigned in the Owner field.

Dept

Select the department out of which the partner works.

Partner

Select the partner.

Late Only

Select this check box to limit the grid display to show only late incidents. Lateness is determined based on the date of entry and the priority code assigned to the incident.

My Incidents Only

Select this check box to limit the grid display to show only records where the incident owner matches the partner ID of the current user.

Exclude Assigned

Select this check box to limit the grid display to show only records that have no partner assigned to the owner field of the incident.

As Of

Select a date to be used for record filtering.

Specific Incident

Filter based on an incident number. You can also specify a department or partner and then click Schedule to display the appointment schedule for that department or partner.

See Adding an Initial Request for Service (Incident) for descriptions of the fields.

• Click Create Incident to open the Incidents form and create a new incident.
• Click Xref to SRO to open the Service Order Quick Create form to create a service order for the selected incident. This button is activated when no SRO is cross-referenced to this incident.
• Click Become Owner to add yourself (using the partner associated with the user ID you are currently logged in under) as the owner of the selected incident. (User IDs are associated with partner IDs on the Partners form.) This button is activated when the Partner field in the header section of the form is populated.
• Click Dispatch to open the Dispatch Scheduling form with the reference values populated from the selected incident.
• Click Add Material to open the Service Order Material Data Collection form filtered on the service order associated with the selected incident.
• Click Add Labor to open the Service Order Labor Data Collection form filtered on the service order associated with the selected incident.
• Click Add Miscellaneous to open the Service Order Transactions form filtered on the service order associated with the selected incident.
• Click Generate Callback Incident to open the Quick Incident Create form to create a new incident marked as a callback.

• Click Customer Service to open the Customer Service Workbench filtered on the customer associated with the selected incident. This button is enabled when the Workbenches module is installed.
• Click Reason/Resolution Search to open the Reason/Resolution form.
• Click Knowledge Base Search to open the Knowledge Base Search form.

• Click View Unit to open the Units form to view details about a unit. This button is enabled when a unit is associated with the selected incident.
• Click View Customer to open the Customers form, filtered on the customer associated with the selected incident.
• Click View Incident to open the Incidents form, filtered on the selected incident.
• Click View SRO Transactions to open the SRO form filtered on the service order associated with the selected incident. This button is enabled when a service order is associated with the selected incident.
• Click View Reference to open the Service Orders form filtered on the service order associated with the selected incident. This button is enabled when a service order is associated with the selected incident.