How to Assign an Incident

Support Management

When a user raises an incident, an email is sent to the assigned users.

1. Login to JustPerform and click on My Support.

2. In the Incident dashboard, check for the assigned incident and click on its description.

3. The incident window opens with the information entered by the user.

4. Check the details of the incident (References, Comments, and Description).

5. Based on the priority of the incident and the due date, consider the incident for resolution.

6. Perform the key tasks for an incident manager described below.

7. Click on the Save/Send button.

Incident Manager Tasks

Assign Support Agent

• Click on the dropdown list of Assigned To to select the assignee.
• Click on the dropdown list of Supported By to select the users who can provide support.

Update Status

By default, the status of the incident will be NEW for an incident raised by user.

• In Progress: Indicates that an incident has been assigned to an agent but has not been resolved. The agent is actively working with the user to diagnose and resolve the incident.
• Retesting: Indicates when an incident is being retested for verification during the execution time after the bug is fixed.
• Resolved: Means the support staff has confirmed that the incident is resolved, and the user’s service has been restored.
• Closed:Indicates that the incident is out of scope in terms of the service provided.
• Rejected: When an incident is out of Scope in terms of Service provided.
• On-Hold: Indicates that the incident requires some information or response from the user or is due to system update/maintenance.

Add Comments/Reference

Enter comments regarding the incident troubleshooting or resolution.

Attach files in the comment section to support the resolution of the incident.

After Saving

• The incident status has been successfully updated.

• The dashboard has been refreshed with the new incident status.

• A notification email has been sent to the user(s) specified in the creation window.