Navigating My Support
My Support homepage provides a personalized dashboard with a complete transparent view of your incidents and everyone's incidents, including their current progress, who is working on them, and when they are expected to be resolved. It also offers filtering, exporting incidents, and a comprehensive dashboard report of all incidents using visualizations.
Level 2 Header
The Level 2 Header of My Support offers a multitude of features required for managing incidents from the support management system with user flexibility and transparency.
Search: Search for any existing incidents, providing transparency to search not just incidents raised by yourself but also by others, to track existing incidents and avoid creating redundant incidents for the same cause.
New Incident: Create a new incident, which can be a defect, change request, or clarification. Any type of incident can be raised and assigned to the team, simplifying collaboration.
Watchlist: Assign/tag yourself to the watchlist for the incidents you want to track and monitor progress. Multiple users can get the status of the request by being tagged in the watchlist.
My Incidents: Incidents raised by yourself, assigned to you, or supported by you are filtered here.
Everyone: All incidents across the organization are displayed under this view.
Filter: Requests/incidents can be filtered using selective and advanced filtering options.
Export: Incidents can be exported to Excel if required for sharing outside the platform.
Dashboard Fields
Fields |
Purpose |
Values |
|---|---|---|
Request ID |
System-generated sequence number: Assigned to each new incident for tracking purposes. |
Running sequence number |
Description |
Provided while creating the incident. |
Text |
Priority |
Derived based on impact and urgency information provided by the user. |
Urgent High Normal Low |
Status |
Displays the current stage of the incident's progress, updated by different parties. |
New: Default status for a new incident. In-Progress: Status when an existing incident is being worked on by the team. Retesting: Status when the incident has been fixed and is reverted for retesting. Resolved: Status when the incident has been fixed and retested, cleared from both sides. Closed (Auto): Status when the incident is resolved but not manually changed to resolved within a certain period, causing it to close automatically. Rejected: Status when an incident is rejected by the person in charge. On-hold: Status when the incident is put on hold due to functional or technical reasons, or pending information. |
Type |
Displays the type of incident. |
Defect: Status when the incident is raised due to a defect or error. Change: Status when an incident is raised for a change in the existing process. Service: Status when a user has a service request. Clarification: Status when a user needs clarification on an existing process or configuration. |
Process |
Indicates which process the incident was raised from, as there can be multiple processes, each with its own activities and tasks. |
|
Due Date |
The date marked for the incident to be resolved. |
Date |
Assign To |
The person responsible for looking into the incident. |
User |
Supported By |
The person responsible for addressing the incident. |
User |
Updated Date |
The most recent date when any changes were made to the incident. |
Date |
Updated By |
The name of the user who last modified the incident. |
User |
Created Date |
The date when the incident was created. |
Date |
Created By |
The name of the user who created the incident. |
User |