Add Incident

Based on the selection in Add + menu, respective form is displayed. The form is similar to the Request form except that the Incident form contains one additional field:

•  Major Incident: This field defines the importance of the incident. If the incident is labeled as major incident then it is given higher importance and priority. It also defines the criticality and complexity of the incident. Major incidents have () icon associated with it. Because of this icon, agents can quickly identify the major incidents and take them to the resolution.