GETTING STARTED: INCIDENT

Transcription

1 GETTING STARTED: INCIDENT Incident is a Cloud-based IT help desk management solution that streamlines the entire technology workflow process from support request to resolution. An efficient IT help desk ticket system is the first step in maintaining a high level of customer service. Table of Contents Incident Home Page 2 Account Information 5 Adding Locations 7 Adding Buildings 8 Activating Problem Types 9 Incident Users 10 User Roles 10 How to add Users 11 Resetting a User's Password 12 Work Queues 14 Automatic Routing 15 How to set up Location Based Routing 15 How to setup Problem Type Based Routing 16 How to Edit or Delete Routes 16 Notifications 17 How to activate Notifications 17 Recommended Notifications by Role 17 Questionnaires 19 Creating a Questionnaire 19 Activating Questionnaires for Requesters 20 MySchoolBuilding Setup 21 Entering a New Incident 24 Help Resources 27

2 Incident Home Page 2 Logging into Incident Open your web browser and type login.schooldude.com into the address bar and hit the Enter key. Bookmark this page or create a shortcut on your desktop to make it easy to come back to this page later. On the Account Login screen, enter your Login Name and your Password. Select Incident in the Go To box. Click Sign In. Be sure to check out the announcements to the right each time you log in. We will post important updates, articles, and events here. Incident Home Page The elements of the Incident Home Page will vary for each user role, although the basic layout will be the same. Here are some highlighted sections of the Administrator page: My Account Link Click on the My Account link to go to your personal information page, where you can change your password or update your information. The Application Links drop down box is also in this section. If you are a user in multiple SchoolDude applications, you can select the application from the list to jump between the different programs. Click the Logout link in the far right corner of the page to exit the system. Home Page Banner The tabs at the top of the screen help you navigate to important areas of the application. Home - takes you to the Incident home page. Calendar - takes you to the Calendar page where you can view outstanding or completed Incidents by Assigned To and Work Queues. New Incident - where you can enter a new incident. Problem Types - where you can view and activate problems types in the account. Reports - takes you to a page with links where you can create reports.

3 Incident Home Page 3 Services - this page outlines our SchoolDude services. Account Setup - where you can set up certain aspects of your account. This tab is only available to Administrators. MyDude - where you can access content within the SchoolDude Community. The Search For box under the Home tab can be used to find a specific incident or group of incidents. Enter an Incident ID number to bring up that specific form or enter a keyword to bring up a list of incidents associated with that term. The Advanced Search link takes you to a more advanced search form where you can select multiple criteria to find the incidents you are looking for. Click on the Search Knowledge Base to go directly to the Knowledge Base Search under the Advanced Search link. The Help link on the far right will take you to a page that lists ways to contact our support team. The Actions menu contains links to Add information to your account, List the current fields, create Graphs, and run Reports. Incidents by Status This center section shows you a breakdown of the statuses of all of the incidents in your account. Use the Period drop down box to narrow the timeframe of the requests. The counts are based on the last status change date of the incident. Click on the number beside New Request or Unassigned to go to the Unprocessed New Request page where you will be able to assign out each incident. Click the number beside any other status to show a list of those incidents. Check the box next to the status to include it in the pie chart on the right. My Work / Work Queue / Assigned Incidents The My Work section allows you to select queries that you have created to show that information right on the homepage. The Work Queue section will list all incidents assigned to your work queues. You can take any incident listed in your work queues and assign it to yourself. This will move the incident to your Assigned Incidents section.

4 Incident Home Page 4 The Assigned Incidents section lists all incidents that are assigned to you for completion. You can print the incident, reassign the incident, add action taken notes, and mark the incident as In Progress or Complete. What's New and Special Notice Keep an eye out for announcements in the What's New? and Special Notice sections on the left side of the home page. We'll post new product features, office closures, and more in these sections.

5 Account Information 5 The Account Information page allows you to identify important and helpful information about your organization, such as the Address, Fiscal Year, and Tax Rate. How to set up Account Information Click on the Account Setup tab. Click on the Account Info link. The Organization Name and Address will automatically populate for you. The Organization Name can be edited and will be displayed in the upper left hand corner of the screen. Corrections to the address information can also be made here. The Time Zone and Current Server Date/Time are populated based on your organization's address. The Last Assigned Incident ID defaults to 99, which assigns the first incident created as Incident ID 100. This number can be adjusted in the initial setup, however it cannot be set to a number below 99. The Emergency Phone Number, Pager, and Contact information are optional fields. Comptroller shows the user currently listed as the Incident Comptroller. For more information about the comptroller function, see Incident Users. In the Current Period fields, enter your organization's Fiscal Year Begin and End dates. Define the name for Your Incident Custom Category Label. The Custom Category is a reportable field available to track any additional information important to your organization. The Purpose Code fields are used when your organization owns other SchoolDude products in addition to Incident. These purpose codes will automatically populate on incidents created from your other SchoolDude applications and are color coded to each product. To select a code in the following fields, you must first add the Purpose Code to the account.

6 Account Information 6 If you own FSDirect, define your FSDirect Purpose Code; most commonly "Facility Scheduling" or something similar. Any incidents generated from tasks in FSDirect will automatically display this purpose code and will have a light blue background. If you own TripDirect, define your TD Purpose Code; most commonly "Field Trip" or something similar. Any incidents generated from a field trip in TripDirect will automatically display this purpose code and will have an orange background. Enter your Sales Tax Rate here to automatically populate when entering transactions. If your organization is tax exempt, leave this field empty. The Incident Form can be printed in one of two different formats. Select the form you would like to use from the drop down box. *Note: Once there is a incident in the account, you can preview the forms by clicking the Preview link. Define whether the Print Incident Form will be printed in HTML or Adobe format. The Adobe format is recommended if you will be using batch printing. If using a bar code scanner, check Print bar code on the incident form. Checking Default Estimated Start Date to Today's Date will input the date the incident is created in the Target Start Date field on the incident form. Enter the number of days for incidents to be marked as Unprocessed Incidents on the right side of the home page. Click Update Information to save.

7 Adding Locations 7 Locations typically describe the facilities in your organization. If you manage a school district, your locations will most likely be your individual schools (Dude High School, ABC Elementary School, Administration Building, etc.). If you manage a higher education organization, your locations may be your campuses (West Campus, Central Campus, etc.). For organizations that have multiple campuses, each with multiple facilities on them, you may decide to use Locations to describe the campus. Then you can use Buildings to describe the structures on each campus (Dude Hall, Wilson Library). *Note: There are user roles in Incident that can be restricted to the Location level, but not the Building level. How to add Locations Click on the Add link in the Actions Menu. Click the Locations link. Fill in the following fields on the Add/Update Location screen: The Location Code is only used for database purposes and does not appear on any pages or reports. If you do not enter a Location Code, the system will generate one for you. Enter the Location Description (the name of the facility or campus). Enter the Number of Students, Square Footage, Date Built and any Notes for this location. This information is not required and can be added at any time. Click Add/Update Record to save. How to view Locations Click the List link under the Actions Menu Click the Locations link. The Location list is automatically populated if other SchoolDude applications are in use by your organization. Locations with a yellow thumbs-up ( ) are active and ready for use within the application. Locations with a gray thumbs-down ( ) are inactive in the account and unavailable for use in the application. To activate a Location, click on the icon.

8 Adding Buildings 8 Buildings are the individual free-standing structures at each of your Locations. You would use Buildings if your organization has multiple campuses with multiple structures at each one. In order to add Buildings into your account, you will need to set up Locations first. How to add Buildings Click on the Add link in the Actions Menu. Click the Buildings link. Select the appropriate Location from the drop down box. Enter the Building Name. Enter the Square Footage and Number of Students for this building. This information is not required and can be added at any time. Click Submit. How to view Buildings Click the List link under the Actions Menu. Click the Buildings link. The Building list is automatically populated if other SchoolDude applications are in use by your organization. Buildings with a yellow thumbs-up ( ) are active and ready for use within the application. Buildings with a gray thumbs-down ( ) are inactive in the account and unavailable for use in the application. To activate a Building, click on the icon.

9 Activating Problem Types 9 Problem Types define the type of work that is being requested. Problem Types give you a way to track and report on the general types of work your IT department is doing. (Example: Audio/Visual, Computer Services, Laptop, , etc.) Incident has a predefined list of Problem Types and you only need to activate the ones that apply to your IT operations. How to activate Problem Types Click on the Problem Types tab at the top of the page. Hover over the Shortcuts menu and click Manage. This brings you to a list of the available Problem Types with checkboxes beside each one. Check the boxes of the Problem Types you want to activate for your account. *Note: We recommend activating a few basic Problem Types to start. It is easy to activate more later on, but it is more difficult to remove Problem Types after they have been in use. Click Save at the bottom of the list. The Dude Says: Your Problem Types can be used for much more than just designating the type of work on your incidents. They can be used in automatic routing to send specific incidents to specific users. For example, you could set up the system to send all Laptop Problem Type incidents to a particular technician, while all Printer related incidents go to another.

10 Incident Users 10 There are six user roles in Incident. Each role has a different level of access in the system and will see slightly different views on their homepage. All roles have the ability to enter new incidents into the system. User Roles Administrator Administrators have full access to everything in Incident. They have the ability to define locations, buildings, areas, and problem types. They can add users, create routing rules, and set up the MySchoolBuilding page. Administrators can easily see all incidents in the system from the "Incidents by Status" section on their homepage. They can assign incidents to all users and run all reports. Supervisor I Supervisor I's can access all portions of the system except for the Account Setup tab. In the "Incidents by Status" section of the homepage, Supervisor I's will only see incidents assigned to themselves or to any of their direct reports. They have access to all reports and can search for all incidents via the search or advanced search. Site Resource I The Site Resource I is your first line defense for simple incidents at a location. If they are unable to resolve the issue, they have the ability to route the incident to a user with a higher skill set. They will only see incidents assigned to themselves on their home page, however, they can run a search to view any incident at their assigned location(s). Technician On their homepage, Technicians will see their assigned incidents as well as incidents in their work queues. They can assign incidents to other users and also assign work queue incidents to themselves. Technicians can add their own labor hours and material purchases to incidents, as well as mark them complete. They have the ability to search for all incidents via the search or advanced search features. Site Administrator Site Administrators are responsible for approving incidents that are routed to them. They have view-only access to all incidents for their assigned location(s). Site Administrators have the ability to enter new incidents for their locations. Requester Requesters are only able to enter new incidents into the system. Once they have entered a request, they can view it to see updated information but are not able to make changes to it. Requesters use the MySchoolBuilding.com page to enter requests and are the only role able to register themselves into the system when given the correct information by Administrators. They can submit requests for any location.

11 Incident Users 11 Comptroller The Comptroller is not an actual user role in Incident, rather it is an extra level of responsibility above the role. If the system does not know who the incident should be assigned to, either through a lack of or an error in the routing rules, it will automatically assign the incident to the comptroller. This ensures that every New Request is assigned to a user in the system. Only one user can be designated as the comptroller for the account. How to add Users Click on the Account Setup tab. Click on the Users link. (You can also hover your mouse over the Shortcuts menu and select the Manage Users link from the list.) Click the Add User link above the right side of your user list. If you have users in other SchoolDude applications, you will be directed to a Registered Users page. The Registered Users drop down list will show all users in other SchoolDude applications that are not users in Incident. If the person you wish to add is in that list, select their name and click Add This User. If the person is not in the list, click the New User button. Adding Registered Users After clicking the Add This User button, you will need to select the Role for this user. Choose the Escalation Priority for this user. This tells the system; when this particular user enters a request, automatically assign it with this priority level. Check the box if you want this user to be the Comptroller for the account. Click Next Step to continue. On the Participant Information screen, the user's login name, password, and contact information will automatically be pulled over from the information in their other SchoolDude account. The rest of these fields on this page are not required and can be added at any time. Click Next Step to continue. If Location assignments apply to the user role, select them by checking the corresponding check box(es). *Note: Location(s) assignments are only necessary when setting up a Site Resource I and Site Administrator I. You can assign a location to a requester, however this makes them a Power Requester and broadens their view in the system. Instead of only being able to see the requests they have made into the system, a Power Requester will be able to see all requests at their assigned location(s). Define Work Queue(s) for this user. This is optional and only applies to Administrators, Supervisor I's, Site Resource I's, and Technicians. Work Queues allow you to route certain incidents to a group of Incident users. Here you can assign the user to existing work queues.

12 Incident Users 12 To define a user's Labor Rate, either select a predefined rate from the drop down box or select "Other Rate" and type it in the box provided. This is an optional step. *Note: If you do not want to put exact hourly rates for each of your users, a good best practice is to put in an average rate for them. This way, you are able to get a good idea what it is costing to do the work for the particular incident, but do not expose individual rates of your employees. Adding New Users After clicking the New User button, you will need to select the Role for this user. Choose the Escalation Priority for this user. This tells the system; when this particular user enters a request, automatically assign it with this priority level. Check the box if you want this user to be the Comptroller for the account. Click Next Step to continue. On the Participant Information screen, you will need to enter a Login Name, Password, First and Last Name, and Address for the user account. Login Name - No character limit, but the name must be unique to all of our SchoolDude.com clients. We recommend using the person's address as their Login Name. Password - Must be at least 6 characters. Address - If the user does not have a valid address, create a unique address using your organization's domain. Receive notifications - If the user does not want to receive any automatic notifications, uncheck this box. Click Next Step to save. If Location assignments apply to the user role, select them by checking the corresponding check box(es). Define Work Queue(s) for this user. This is optional and only applies to Administrators, Supervisor I's, Site Resource I's, and Technicians. Work Queues allow you to route certain incidents to a group of Incident users. Here you can assign the user to existing work queues. To define a user's Labor Rate, either select a predefined rate from the drop down box or select "Other Rate" and type it in the box provided. This is an optional step. Resetting a User's Password When a user forgets their password, an Administrator can easily reset it for them. Click on the Account Setup tab. Hover over the Shortcuts menu and click MD Users. Click on the user's Name in the User List that has forgotten their password information.

13 Incident Users 13 Scroll down to the bottom of the Work Order Participant Information page to the Reset Password section. If the address listed in the user's profile is a Valid Address, select that option and click the Reset Password button. This will send an to the user with instructions for resetting their password. If the address listed in the user's profile is an Invalid Address, meaning they do not actually receive s at this address, select that option and click the Reset Password button. This option will reset the password and display it on the screen. You can then give this new password to the user so they can log in.

14 Work Queues 14 Work Queues allow you to route incidents to a group of people. Once routed to the group, anyone belonging to that work queue is able to assign the incident to themselves or anyone else. (Examples: Help Desk, Network Team, Software Team) How to add a new Work Queue Click on the Add link in the Actions Menu. Click on Work Queues. Enter a Description for the Work Queue and make sure it is marked as Active. In the Assigned To section, click on the +Add Assigned To link to add users to this work queue. In the pop up window that appears, select the users that will be assigned to this work queue and click OK. Click Add/Update Record to save. Once the work queue is saved, you can set up automatic routing for it at the bottom of the page.

15 Automatic Routing 15 Routing in Incident allows you to automate your work flow process for new requests. It tells the system when and where to send incidents. Incidents can be automatically routed based on the Problem Type, Location, Building, Purpose, Project, or any combination of the five. Two of the most commonly used routing patterns are location based and problem type based. Location based routing automatically routes an incident based on its assigned location. Most commonly, it may go to a site resource user assigned to that location who is responsible for resolving simple requests before sending more complex issues on to the IT department. Problem Type based routing automatically routes an incident based on the selected problem type. Most commonly, the incident will be automatically assigned to the technician or work queue responsible for the defined problem type. (Example: Network problem type incidents would be assigned directly to a specific technician.) How to set up Location Based Routing Click on the Account Setup tab. Click on New Incident Routing, or hover your mouse over the Shortcuts menu and click New Incident Routing. Under the Add New section, choose the name of the location in the Location drop down box. Leave "No One" selected in the When Approved By drop down box. Under Route To Person / Work Queue, select a specific user's name in the top box OR the assigned work queue in the bottom box. Click the Add New button to save. This route now moves up to the list of routes at the top of the page. *Note: In the example pictured below, this route instructs the system: Any time a new incident is submitted for Dude High School, send the incident directly to John Doe who is the site resource for that location.

16 Automatic Routing 16 How to setup Problem Type Based Routing Click on the Account Setup tab. Click on New Incident Routing. Under the Add New section, choose the problem type from the Problem Type drop down box. Leave "No One" selected in the When Approved By drop down box. Under Route To Person / Work Queue, select a specific user's name in the top box OR the assigned work queue in the bottom box that is responsible for that problem type. Click the Add New button to save. *Note: In the example pictured below, this route instructs the system: Any time an incident is submitted for the problem type of Hardware, assign the incident directly to the Hardware work queue. How to Edit or Delete Routes To edit a route, click the Edit button next to the route you would like to change. The route will move to the Edit section below the route list. Use the drop downs to make your changes. Click Save to update the route. To delete a route, click the red to the right of the route.

17 Notifications 17 Automatic notifications enhance communication and help streamline the work flow process. Each user role in Incident has a list of automatic notifications that are available for activation. When an notification is turned on, it will apply globally to all users in that role. *Note: If a user does not want to receive the automatic notifications selected for their role, they can turn off the feature under their personal participant information. How to activate Notifications Click on the Account Setup tab. Click on the Manage Notifications link, or hover your mouse over the Shortcuts menu and click on Manage Notifications from the list. Check each notification you would like to activate for each role. *Note: To view a sample of the , click on the Sample link. Click Submit at the bottom of the page to save. Recommended Notifications by Role Automatic notifications are a great time-saver in Incident. You can activate notifications that will let someone know when an incident has been assigned to them or needs approval. You can keep your requesters updated on the status of their requests without having to send manual s or field phone calls from them. Below are some suggestions on the notifications that might be beneficial to activate for each role: Administrator Notify of New Incident *Note: This will send an for every new request entered into the system. Notify Incident Assignment *Note: This will send an when an incident is assigned directly to the user or their assigned work queue(s). Notify of Incident Complete

18 Notifications 18 Supervisor I Notify of Incident Assignment *Note: This will send an when an incident is assigned directly to the user or their assigned work queue(s). Notification of Direct Reports Incident Assignments *Note: Use if you have set up employees that directly report to your Supervisor I's. Notify of Incident Complete Site Resource I Notify of New Incident *Note: This will send an for every new request at their assigned location. Notify of Incident Assignment *Note: This will send an when an incident is assigned directly to the user or their assigned work queue(s). Notify Site Resource I of Incident Completion Site Administrator I Notify of New Incident *Note: This will send an for every new request at their assigned location. Notify Site Administrator I of Incident Routed for approval or review *Note: Use only if your Site Administrators are in the approval process. Notify Site Administrator I of Incident Completion Technician Notify of Incident Assignment Notify of Incident Assigned to their Work queues Notify of Incident reassignment Requester Send Requester Incident Receipt Notification Notify Requester of Incident Change in Status *Note: This will send an to the requester whenever the status on their request is changed. If that is too many s, you could activate the following instead: Notify Requester of Incident Completion Notify Requester of Incident = Declined

19 Questionnaires 19 The Questionnaire feature allows you to create custom questions that users will need to answer before they submit an incident request. Each questionnaire is tied to a problem type. When that problem type is selected on an incident request, the questionnaire will appear giving the user extra questions to answer before they submit. This helps to give the IT staff more information to troubleshoot the issue being reported. Creating a Questionnaire Click on the Add link in the Actions menu. Click the Questionnaires link. Select the Problem Type that this questionnaire will be associated with. *Note: There can only be one questionnaire per problem type. Create a Questionnaire Title. Click Add Question. The Questionnaire will be saved and a pop-up window will appear where you can begin entering questions. Type in the Question you want to add to the Questionnaire. You can require the user to answer the question by putting a check mark the Question is required? box. The Active box is checked by default. Select the Order in which the question will appear. For the first question you will only be able to select 1. When adding more questions, you will be able to select an order based on how many questions have been saved. Click Add Question. Continue adding questions until you are finished. Click the Close button on the Add Question window.

20 Questionnaires 20 Activating Questionnaires for Requesters Creating a Questionnaire will activate it for all users except Requesters. If you would like the Questionnaire to appear on the MySchoolBuilding page, use the following steps to activate it. Click on the Account Setup tab. Click the Setup MySchoolBuilding link in the Shortcuts. Click the Requester Questionnaire link. Click on the grey thumbs down icon next to the Questionnaire that you would like to turn on. This will change the icon to a yellow thumbs up and the Questionnaire will now be visible on the MySchoolBuilding requester page.

21 MySchoolBuilding Setup 21 MySchoolBuilding.com is the online portal that requesters use to access the incident request form. Bringing requesters on board saves time for the IT department, streamlines the work flow process, and enhances communication. How to set up the MySchoolBuilding page Click on the Account Setup tab. Click on the Setup MySchoolBuilding link in the Shortcuts section. Use the links in the Quick Navigation section to access each setup step. Click the Save/Next Step button on each page to save your selections. MySchoolBuilding.com Setup Steps MySchoolBuilding Logo Adding your Logo gives you a way to personalize the IT request page. Choose the image file from your computer (must be 150 x 50 pixels) and click Add/Update Logo. *Note: If you have already added your logo in Incident, it will automatically carry over to the IT Request tab on the MySchoolBuilding page. Introduction Paragraph Select a predefined Introduction Paragraph or create your own to provide instructions for requesters to follow. It will be displayed under the Request Form Title. Customize Options Show Incident Request Form separately from MaintenanceDirect Request Form - We highly recommend that you select Yes. This will put the IT request form on a separate tab on the MSB page reducing confusion for your requesters. Your Web Site URL and Hyperlink Name- Enter the organization's url and website name to provide requesters with an easy way to return to your school's homepage. Incident Form Title - Enter a title for the top of the request form.

22 MySchoolBuilding Setup 22 Show Assigned To - This will allow the requester to see which user has been assigned to the incident. Show Tag Number and Is Tag Number a required field - You can choose to provide a open text field where the user can provide the tag number of the asset. You can also choose to make this a required field. Show Attach New File - This allows requesters to attach a maximum of 2 files with a size of 3MB or less per file to their incident request. Is Phone Number a required field - You can opt to make the requester's phone number required. Is Area/Room Number a required field - You can opt to make the Area/Room Number field required. Hide Requested Completion Date - Choose if you would like the requesters to have the option to select a completion date for their request. Select the format for Problem Types - Select Icons or Combo List. Show Building and Is Building a required field - If you are not using Building codes in Incident, do not show Buildings on the MSB page. Show Time Available for Maintenance field and Is Time Available for Maintenance a required field - This option provides an open text field where the requester can specify the best time for a technician to assist them. Contact Information Creating an Emergency Contact List is a way to provide your requesters with a list of emergency contact names and numbers. If you do not want requesters to have the option to identify an incident as an emergency, you can hide this information by putting a check in the box next to Hide Incident Emergency checkbox and Emergency Contact list. The emergency contacts will still appear under the Help tab of the requester page. Request Users Administrators can populate the Requester List one at a time by entering a requester's first name, last name, and address. *Note: It is not necessary to add all your requesters into the account manually. They can add themselves when entering their first incident request. To do this, they must have been given instructions for accessing the MySchoolBuilding page, including the organization account number and the correct submittal password. MySchoolBuilding Password Requesters will be required to enter the MySchoolBuilding Password, known as the submittal password, when entering an incident. Administrators will choose that password and enter it in this step. The submittal password is a shared password that all requesters must use.

23 MySchoolBuilding Setup 23 Budget Codes for Requester If you would like your requesters to select a Budget Code on the request form, you can activate that entry field and also select if it is required or not. You can also select the DefaultBudget Code that will automatically populate on the request form. Select the other budget codes that you want to make available by checking the boxes under Use in MSB. Purpose Codes for Requester If you would like your requesters to select a Purpose Code on the request form, you can activate that entry field and also select if it is required or not. You can also select the DefaultPurpose Code that will automatically populate on the request form. Select the other purpose codes that you want to make available by checking the boxes under Use in MSB. Requester Questionnaire Click on the grey thumbs down icon next to the Questionnaire that you would like to turn on. This will change the icon to a yellow thumbs up and the Questionnaire will now be visible on the MySchoolBuilding requester page. View your MySchoolBuilding link The link provided is one that your requesters can use to access the online incident request form. *Note: This link can be embedded into your organization's homepage for easy access to the MySchoolBuilding page.

24 Entering a New Incident 24 All six user roles have the ability to enter new incidents, although the form they fill out will vary from role to role. Administrators and Supervisors complete the same form. Their form has access to all sections of the incident, allowing them to enter all details from target start date to transactions. *Fields that are marked with a red checkmark are required fields. Click on the New Incident tab. In the Status drop down box, choose New Request. *Note: If entering an incident that is already in progress or has been completed, you can choose the appropriate status. From the Priority drop down box, select the appropriate priority. Incident Info Identify where the work needs to be done by choosing the Location. If your organization utilizes the Building field, select one from the drop down box. Choose the general Area type that best fits the location of the incident request. Enter the specific area in the Area Number field. (The Area Number field is alphanumeric and is where you can enter specific room names or numbers.) The Incident Date will automatically populate with today's date. *Note: If entering an incident that has already been completed, this date can be changed to the date of the actual request. Checking the Emergency? check box, will make this work order appear in the Work Center section of the homepage as an emergency incident. Enter the Incident Description in the open text box.

25 Entering a New Incident 25 Contact Info Identify the name of the requester in the Contact Info section. If the requester's name does not appear in the drop down list, choose OTHER and enter the requester's first name, last name, and address. *Note: This will add the contact as a requester. Outage Period Allows you to enter the Begin and End Downtime dates and times and the Total Downtime during an outage. Budget Info Select the appropriate Problem Type to identify what type of work is being requested. If the Problem Type you selected has a Questionnaire associated with it, the screen will refresh to include those questions. Answer them accordingly. Choose the Purpose Code that best describes why the work order is requested. If your organization is utilizing Budget Codes, the Custom Category, Projects, Asset Inventory, or Classifications and Types, identify any of the codes by clicking on the drop down boxes. You can also enter the MSB Tag No and Meter Reading for the asset. Assignment Info As an Administrator or Supervisor, you can either directly assign an incident to yourself or to another user in the Assigned To drop down box or you can assign it to a Work Queue. Fill in the Target Start Date, Requested Completion Date, Target Completion, Estimated Costs, and Estimated Hours. *Note: These are all optional fields.

26 Entering a New Incident 26 Event-Triggered Reporting This section allows you to set alerts when the status of the incident has not been changed by a specific date or time. Deferral If the work needs to be deferred, you can enter that information in this section. Action Taken The Action Taken section will typically be used once the issue has been resolved. Any notes you enter in the Action field will be visible to the requester of the incident. Journal Notes can be added to the incident for internal communication. You can also fill out the fields to add this question and answer to the Knowledge Base for future reference. Click Save to submit the request.

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