Quick Incident Create: Gathering Information and Generating an Incident

Use the Incident Quick Create form to configure a single form with only the key information required, in the proper order, when taking a call from the customer.

Follow these steps to copy information from an existing incident:

To mark the new incident as a callback incident, select Create as a Callback Incident.
The default service support representative is the user ID of the person currently logged in to the system.
Specify this information, as it relates to the incident:
- Owner
- Number or name of the customer
- Priority code, which denotes the urgency of the incident
- Consumer
- Unit
- Item
- Prior Incident
- SSR Site
- Owner Site
- Ship To
- Cust PO
- Status
- Consumer Ship To
- Create
- SRO
If you need to create a new customer for the incident, click Create Customer to open the Quick Customer Create form.
The PO Required check box indicates if a purchase order number is required by the customer before work is performed.
To indicate that the incident is a warranty claim that requires authorization, select Warranty Claim.
If the incident is a warranty claim, specify how much money the customer is requesting for this warranty process in the Amount Requested field.
To limit the available selections to include only SRO templates, select Only Show Templates.
Specify the name, description, email, phone, and fax number of the contact person.
To open the Incidents form after clicking OK, select Open Incidents Form on OK.
Select the general reason or specific reason for the incident, and specify the incident notes or reason notes.
To complete the creation process, click OK. You can maintain the new incident on the Incidents form.

You can add or remove fields to match the call center flow for the user.

You can use the Create SRO check box to automatically create a service order using information from the form and linking it to the incident.