Raise New Request

An instant mode to create an incident or a service request from any page in the application.

Click the  icon on the header. A side pane slides into the window. By default, the side pane contains two options: New Incident and Service Catalog. You can enable an additional option called Quick Incident for technicians from Setup.

New Incident

Click New Incident to raise an incident request using the default template. The New Incident form opens up. Click here for further details.

Service Catalog

Click Service Catalog to view the available service categories. Select the category to view the templates present in it. Click the required template to open the Add New Request form. To know more about filling service request forms, click here.

You can sort and organize the templates displayed using the Portal sorting order and Organize options. You can also choose to view incident templates, service templates, or both.

Quick Incident

You can enable Quick Incident under Setup > General Settings > Advanced Portal Settings > Enable 'Quick Incident' for technicians. This option will be visible only to technicians and can be used to raise instant incident requests while you are still on call with the requester.

1. Click Quick Incident.
2. Enter a string to search for requester by name or email and then choose your preferred requester from the drop-down. To view and search from the requester list, click   beside the field
3. Select the Site from the drop-down list.
4. Enter the request Subject and Description.
5. Click Create. You can also click Add more Details >> to open the new incident form and provide additional request details.

Alternatively, you can also select from the templates displayed as a drop-down list on the side pane. Incident templates are indicated using icon and service templates are displayed using icon.