Tasks & support
Incidents
Group the tickets caused by one outage, and optionally tell callers about it in your phone menus.
Who can use it
Staff with the ticket permissions. The Tickets module must be in your plan.
Where: CRM → Incidents.
The screen
A table of incidents with Incident Number, title, status, the affected area or category, Ticket Count, Calls and whether it is Announced. New incident creates one; row actions edit or delete it.
Incident fields
| Field | Meaning |
|---|---|
| Title and details | What happened |
| Status | Open, Resolved or Closed |
| Affected area | The area, or Any area |
| Affected category | The task category, or Any category |
| Announce in phone menus | Callers in the affected area (everyone, if no area is chosen) hear a message before the menu |
| Recorded message | An audio file from the Audio library, for example "Fibre cut near Khalishpur, fix expected by 6 pm." |
Create an incident
- Open Incidents → New incident.
- Enter a title and choose the affected area and category.
- To warn callers, switch on Announce in phone menus and pick a Recorded message.
- Save. With the ticket automation Incident linking on, every new ticket of that area or category is linked to the incident while it is open.
- When the fix is done, set the status to Resolved, then Closed.
Example scenario
A fibre cut in Khalishpur: Rubel, the support lead, creates the incident "Khalishpur fibre cut" with an announcement. During the next hour 40 tickets arrive and link themselves to the incident, so the team sees at once that they are one problem and can answer them with one message.
Tips and FAQ
- Tickets are not linking. Switch on Incident linking in Ticket setup → General and check that the ticket's area or category matches the incident.
- A client's Area (set on the client record) decides whether an outage message is played on their calls.