The Managed Service Provider (MSP)
mApp®
Solution
allows technicians to manage tickets for their assigned Companies.
The following procedures describe how a technician would open an Incident and describe the
Incident.
To open an Incident and add a description:
- Select the
Customer related item picker.
- Under
Customer type to show, select
Customer - External from the drop-down menu.
The search is narrowed to only external customers.
- Select the Customer - External record for the person calling.
- Select
OK.
When the Customer - External record is selected, the
following actions are taken:
- The
Assigned Team field is auto-populated with
the Default Support Team assigned at the Company record.
- The SLA tied to that Customer - External record or Company
record sets the starting point for the Respond/Resolve times.
- Select the
Service Classification related item picker to
open the
Incident Subcategory Selector window.
Only the Subcategory items that have been linked to the
Company record with which this external customer is associated show in the
options.
- Choose the Subcategory.
- Select
OK.