Use My Support
The incident management portal helps users not only to collaborate efficiently in raising and resolving issues but also to raise queries and change requests. It improves transparency through enhanced user visibility.
About My Support
My Support is an effective tool for business users to raise issues and incidents during testing and operation. Users, Process Leads, and the Product team can utilize this function to communicate and update the progress of incident resolution. By using the Incident Inbox, all activities related to incident tracking and summaries are conducted on the platform.
Key Objectives
Make it easier for customers, users, and employees to report, follow up on, and resolve incidents.
CONNECT: Link the user's issue to the concerned team.
LOG: Register the incident and assign it to the appropriate handler.
CLASSIFY: Categorize the incident according to urgency, impact, and priority.
TRACK: As the issue progresses, update the details on the My Support Portal for the concerned teams.
DIAGNOSE: Identify what has gone wrong and determine the fastest way to recover.
RESOLVE: Rapidly respond to and resolve user queries in a shorter span when incidents occur, handled by the support team or forwarded to the next levels.
CLOSE Once the incident is resolved, formally close the record, confirming with users that the service experience is normalized.
Key Features
Benefits compared to external issue tracking methods/tools:
The incident is created and linked to specific sub-steps, steps, and scenarios within the process flow.
User-friendly and easy to execute.
Predefined criteria and conditions necessary for users to filter and follow up (e.g., execution cycle, significance, type, due date, etc.).
Visual charts and data for user overview and summary.
Feature to export data from the platform to Excel format.
Unified channel for users and the product team to communicate and discuss issues.
Notification emails are sent automatically to related users when any changes or updates occur with the incident.
You can always drop an email to cathy@justperform.com for further support.
Access My Support
My Support can be accessed from the JustPerform web interface, under the Header Options.
Navigate 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 |
How to Raise an Incident
To raise an incident or update an existing incident, follow the workflow listed below.
The above steps in detail:
Login to JustPerform.
Click on My Support.
Search for an incident and filter the selected process.
Click on the Everyone icon to view all incidents created and maintained in the system. If the same incident has been reported, you can view the details by clicking on the incident in the grid. You can also search for incidents using the search feature or filter function in each criterion.
If an incident is available, you can add comments to the existing incident and update the status as required. Then click on save and check the details of the incident on the dashboard window (if updated).
If an incident is not available, you can create a new ticket by clicking on the new request button.
A new page to capture the new incident details will be displayed, including fields for Description, Task, Status, Incident Type, Impact, Urgency, Priority, Due Date, Assigned to, Supported by, Watchlist, Notes/Comments, and Add New Reference.
After filling in all the details, click on the Save/Send button located at the bottom of the comments window to complete the process of creating an incident.
Important: All mandatory information must be provided. Incident details can be updated after creation, except for the ID and description.
After saving:
New incident is created and saved successfully.
The dashboard is updated with the new incident details, in4+cluding the request ID.
A notification email is sent to the assigned user(s), supporting user(s), and those on the watchlist.
How to Assign an Incident
Support Management
When a user raises an incident, an email is sent to the assigned users.
Login to JustPerform and click on My Support.
In the Incident dashboard, check for the assigned incident and click on its description.
The incident window opens with the information entered by the user.
Check the details of the incident (References, Comments, and Description).
Based on the priority of the incident and the due date, consider the incident for resolution.
Perform the key tasks for an incident manager described below.
Click on the Save/Send button.
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.
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.