Understanding Incident Management
An Incident allows users to indicate that they have identified an issue during their work and need assistance to resolve it. For example, a technician may raise an Incident Defective Battery when finding a defective battery as part of a routine installation or repair task.
All Incidents that can be raised are defined by the system administrator. An Incident Definition contains a Resolution Flow associated with it. For example, the Resolution Flow Repair Battery for the Incident Defective Battery has the tasks to repair the defective battery, so that the technician can continue the task.
When an Incident is raised, it appears in the Incident Dashboard. Users with appropriate access rights can then resolve the Incident.
FieldLogs Flags are also used to indicate that an issue has occurred during Task execution. The table below lists the differences between Incidents and Flags.
S.no. | Incidents | Flags |
|---|---|---|
1 | Incidents occur independently and can be raised in the following contexts:
| Flags are associated with specific Tasks. They can only be raised when a Task is being executed. |
2 | Incidents have a Resolution Flow. They can be resolved from the Incident Dashboard. | Flags do not have a dedicated Resolution Flow. Flags have an Action or Resolution linked to them. |