The Incident Details screen contains all the details of an incident. It is where you can review the description of the problem, its status, and any notes or attached files. It is also where users can close an incident.
Most incident details are created when an incident is logged. Users are unable to change many of the fields including the Area and Description. Many of the fields are also listed on the Report Criteria page for detail searches.
The tool bar is used to perform functions or access additional information related to the selected incident. As notes or attachments are added, the number in parenthesis increases. Click on a toolbar item below for further information on its function.
Issue # - the incident number created when the incident is first logged. Use it in communication to EbixSupport for faster service.
Project Name - name of your product, example: EbixASP, EbixONE, INfinity, etc.
Reference Client - your agency name.
Owner - the person who logged the call. EbixSupport can change the ownership from one user to another and sets up the owner if an incident is created via the phone or email.
Incident Report Date - the date an incident was first reported. The date can be changed when initially logging a call but EbixSupport recommends against it. The date is the default filter date in Incident Reports.
User Contact - usually the same as the owner but it can be changed by EbixSupport. Useful if you want us to contact another user in the office for follow up.
Incident Priority - High, Medium, and Low are options on the drop down list. Most incidents are medium. Down sites or critical problems are high and general questions are low. EbixSupport can change the priority of an incident after reviewing the description.
Incident Type - used to describe the type of call. Example: Bug, Question, and Enhancement. Each supported product has a slightly different Incident Type.
Phone - the phone number of the User Contact. If it is blank, the administrator should update the user information on the Manage Users tab.
Email - the email of the User Contact. If it is blank, the administrator should update the user information on the Manage Users tab.
Entered/Supported By - the EbixSupport Analyst assigned to your incident. Initially this is blank and once a support representative takes the incident, this field is updated. Usually they will be the person working with the user through resolution.
Incident Area - Short description and keywords entered when incident logged. Text entered can be searched under Reports and on View Incidents listers.
Incident Description - Long description entered when the incident was logged. EbixSupport can modify the description. Use Notes to clarify or add to description of problem or question.
Current Status - The status of the incident as it appears to EbixSupport. When an incident is first opened, it is in the Open status. As the call is worked, status could change. When EbixSupport has finished working the problem or has answered the question, the status is changed to "Updated on Live" and the user will be alerted to close the incident.
Module - Each project has their own list of modules. When logging a call, the user selects the module most similar to the problem area or question. EbixSupport can change the module. If unknown, use General.
Incident Status - Open or Closed. This is also known as the User Incident Status. When an incident is marked Updated on Live, it will appear on the users Waiting to be Closed Alert. Changing this status to Closed removes the alert and closes the call. If you find an answer to your question or problem and want to close the call, whether you spoke with an EbixSupport analyst or not, you can change this status to Closed and the incident will be closed regardless of the current status. See the topic Closing an Incident for additional information.