Click the Log
Incident tab to open the Log an Incident screen.
Notice
that the Report Date, Priority,
your Reference Client name, and your
User Contact name pre-fill. Mandatory
fields 
must be completed.
The Log an Incident screen is where the user can identify a problem, ask a question, or otherwise report an issue to EbixSupport. When you log an incident and Save, the information is instantly made available and appears in the EbixSupport queue.
Click the Log
Incident tab to open the Log an Incident screen.
Notice
that the Report Date, Priority,
your Reference Client name, and your
User Contact name pre-fill. Mandatory
fields must be completed.
Note:
The Report Date defaults to the current date. We recommend you leave this date field alone and do not change the date.
Select Module from drop down list. Choosing the module helps direct the incident to the appropriate department or individual based on the problem reported. If an incorrect module is entered, EbixSupport can correct when reviewing the incident.
Enter a short description of the problem or question in the Incident Area field. Think of it as a Short Description field.
Hint:
Key word searches look at words entered in the Incident Area. Keeping this information brief and using key words will give you better results when searching for specific incidents and when attempting to narrow results from the Reports.
Enter Description. Enter the long description here. Enter any error message or special contact information such as after-hours phone number here.
Click Save. You have successfully logged an incident. The information is uploaded to the support server and a confirmation will display in red with the Issue # logged.
After saving, you have the option to add Notes or Attachments if additional information is required. Otherwise, you can move to another tab within iTrack or you can click the Logout link to close the iTrack session.
Priority sets the severity of the incident. The default is Medium and Ebix recommends you leave this field alone unless you have a High or critical issue. When an Ebix Support analyst reviews your problem or question, they may change the priority accordingly.
Send Email allows an email to be sent to your email id. Your profile must be flagged to Issue Log Email under your Edit Profile settings. For most users, this option is not needed as all incidents logged can be viewed through the View Incidents screen or Alerts screen.