Incident Management

Incident is any event or occurrence that causes, or may cause, an interruption to, or a reduction in, the quality of that service reported by user /customer to the support service.

The goal of an incident management inside Polar help desk software is to resolve incidents as soon as possible and at the optimum cost.

In Polar help desk an incident contains of information that provide basic information for a support representative or a team working on it i.e. information about a problem, problem submitter, resolution etc.



About Incidents	Viewing and Sorting Incidents

What is the typical life of an incident?	How can I view incidents?
What is an incident status and what a status can be?	How can I create custom incidents listing view?
What is the difference between resolved and completed status?	How can I access my previously saved custom views?
When is an incident in the waiting status?	How can I sort incidents entities?
What is an Incident origin?
What is an Incident Category?
What is an Incident Closure Classification?
What is an incident Resolution?



Creating Incidents	Working With Incidents


Who and how can create an incident?	How do I answer on a incident?
How can I add attachment file with an incident?	Can I assign an incident to myself?
Can I create a new incident from an e-mail?	How can I assign an incident to a specific team or user?
How can I modify an existing incident?	How do I remove assigned team or users?
How can I add attachment file with an incident?	How can I modify an incident Category?
How can I add a work order to an incident?	How can I modify an Incident Origin?
	How can I modify/change the incident Status?
	How can I modify an incident closure classification?
	How can I delete an Incident?



Incident Priority and Priority Escalation	Deleted Incidents

What is an incident priority and what it can be?	How can I view deleted incidents?
How can I change incident priority?	How can I restore previously deleted incidents?
What is an incident priority escalation?
How do I set the incident priority escalation?








Incident Histories and Deleted Incidents Histories	Incident Templates

How can I view incident history?
How can I delete incident history?
How can I view deleted incidents histories?
How can I restore deleted incidents histories?