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7/10/2008 3:16:18 PM
DavorkaGalic-78.1.130.223
7/10/2008 3:15:53 PM
DavorkaGalic-78.1.130.223
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IncidentTrackingSystem

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

What is Incident Tracking System?
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An incident tracking system is a computer software package (such as Polar Help Desk) that manages and maintains lists of issues or incidents, as needed by an organization. Incident tracking systems are commonly used in an organization's customer support call center to create, update, and resolve reported customer issues, or even issues reported by that organization's others employees. An incident tracking system often also contains a knowledge base containing information on each customer, resolutions to common problems, and other such data.

The following example scenario presents how incident tracking system works:

1. A customer service technician receives a telephone call, email, or other communication from a customer about a problem. Some applications provide automatic error reporting from exception handling blocks.

2. The technician verifies that the problem is real, and not just perceived. The technician will also ensure that enough information about the problem is obtained from the customer. This information generally includes the environment of the customer, when and how the issue occurs, and all other relevant circumstances.

3. The technician creates the incident in the system, entering all relevant data, as provided by the customer.

4. As work is done on that issue, the system is updated with new data by the technician. Any attempt at fixing the problem should be noted in the incident system.

5. After the incident has been fully addressed, it is marked as resolved in the incident tracking system.

The problem may not have been fully corrected, yet it will still be marked as resolved. The problem may be by-design, a known incident, or have a suitable work-around.

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