How can I set up the Incident functionality?

Setting up Incident functionality comprises a series of steps. At a high-level they are as follows:

• Initially, Service Delivery Statuses are set up from the Statuses tab within the Admin | Service page

• These Statuses are then grouped together from the Status Groups tab within the Admin | Service page

• Simultaneously, Email Templates are set up from the Email Templates Groups tab within Admin | Service. These are used to alert members of an Escalation Group or Contacts when an incident is raised

• Incident Types are then created from within the Incident Types tab (found on the Admin | Service page). As part of this process, a Status Group is assigned to an Incident Type. A Form can also be added to the incident at this point. An Escalation Group will be selected as appropriate along with an alerting Email Template too. These incidents will form the buttons on the screen that users will be able to select as they complete their duties

• Service Profiles are then created in the Service Profile tab within the Admin | Service page. To successfully do this, you will need to allocate Incident Types to Effective Dates within the profile

• Finally, from within the Set Up | Sites | Services page you must allocate a Service profile to the site. Service profiles have their own effective date. When the profiles are set up and are effective, employees can raise incidents