MSS tutorial - follow an incident - Orange Business

how to follow an incident?
1. From the service support menu, select “incident dashboard”
2. Search for your incident
3. View the incident updates
4. Add a note
1. From the service support menu, select “incident dashboard”
2. Search for you incident
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In the incident dashboard, you can search by multiple criteria, browse open or closed, apply filters based on
type of incident or priority.
Note : maximum of 500 incidents will be displayed for the customers selected (available in the top section of the dashboard)

3. View the incident updates
From the incident dashboard, click on the incident ID, you will be taken directly to the incident details.
This popup window displays 3 different tabs:
� Information: contains an overview of the incident
� Incident History (focus by default): shows the log notes and history of the incident
� Add notes/Request Action: allows you to add notes requesting updates, escalation, closure
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4. Add a note
From the incident details, click on the “Add Notes/Request Action” tab.
From here, you can:
� add note, request update, escalation and close
� enter comments in the notes field
Check that your contact and availability information is correct, and click submit.
Note: the user can also follow the incident via notification emails (set-up notification rules via the “support notification rules” tab within the
“account set-up”)
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