Answer and confirm incidents

When the incident is in status “Customer Action” or “Proposed Solution”, the user will receive a e-mail.

The user can access through the embedded message in the notification’s e-mail who will receive or from the Service Desk home page link.

E-mail:

Service Desk principal menu.

If you have the necessary authorizations to display incidents from their team, the user also can display through the following block:

The user can answer the incident and to follow the process or confirm it if the user thinks that the problem has been resolved.

When the incident is selected, the user can see the details: the texts were sent as the answers given by the support team and attachments that are in the incident.

To answer, choose the tab Edit.

The following options are available after click on the tab Edit.

Save and Reply: This button save and register the reply message to Service Desk.

Attachments: Attach files and documents.

Confirm: The message is confirmed and closed

Cancel: Cancel the changes and treatments of the message.