Incident and Requests are stored together in the Incident Business
Object. The Categorization (Service/Category/Subcategory) identifies the
Incident Type as Incident or Service Request. The workflow for Incidents and
Service Requests is almost identical, and the forms are similar.
Specifics forms always
vary.
First Call Resolution (FCR) is defined as three or fewer saves. If an
Incident is closed (manually or through an automated process) in three saves or
fewer, an FCR icon appears on the form to congratulate you. You can also
manually mark the Incident as FCR on the Resolution Details Form.
If allowed, you can Stop The Clock (pause the SLA Clock and put the
record into a Pending status).
CSM provides several OOTB Automation Processes to automate Incident
management. For more information, refer to the
Automation
Process documentation.
When on a record, you can send an email directly to the current
Customer by clicking
File>E-mail Current Customer, or by
clicking the Customer's email address in the Incident Form. If sent using the
File menu, the email is blank. If sent using the Default Form link, an email
template is used to auto-populate the email with information from the current
Incident (example: Incident ID, Customer's name, logging date/time details,
etc.).