Resolving an Incident

An incident record documents a deviation from an expected standard of operation. When resolving an incident, the agent's goal is to restore service to a customer as soon as possible.

To resolve an incident, an agent generally takes one or more of the following actions:

• Assigning or taking ownership

• Recording the start of labor time

• Applying an incident template

• Searching for a solution

• Updating the status of the incident. Depending on how your administrator has configured the system, this might update the status of the originating record.

• Recording the stop of labor time

• Creating a communication to the requestor