Record Phase

In the Record phase, a creator (typically, a technician) logs a new Incident by launching the Incident Form (New>New Incident), and then recording the initial details.

The following actions are completed during the Record phase:

1. Creator records the Requestor (Customer who initiates the Incident/Request).
2. Creator records a Short Description and detailed Description.
3. Creator records the Call Source.

   

   Note: When the Incident is saved , an e-mail is automatically created and sent to the Customer to confirm receipt and relay the Incident number (Incident ID). If the Incident is resolved before the first save, the receipt e-mail is not sent because the Resolve e-mail is already being sent. A Journal-History record is created to track the e-mail communication. View e-mails in the Incident Journals tab (Arrangement section).

The Incident then enters the Classify phase.