SX incident management module helps users in:
Creating incidents
Assigning incidents
Working on incidents
Closing incidents
The incident in SX can be created in multiple ways:
• Users can raise incident tickets via the self-service portal.
• IT support users can open an incident ticket in the incident module of the work item board (WIB) on behalf of the requester.
• An incident ticket can be opened by a monitoring tool directly via integration.
Additionally,
• Smart suggestions display knowledge articles based on keywords in the subject line, which help in incident deflection.
• Tickets are auto-assigned based on configured assignment rules.
• The ticket due date is determined by the SLA, which can be set by the SLA manager.
• Once an incident is created, the user will get an auto-generated email.
• Stakeholders or on-call support can also be notified through SMS functionality (integration is required with the customer’s SMS gateway).