Incident Tracking and Reporting

Icon Collaboration ServicesDescription
The Incident Tracking and Reporting service is available to departments to help them track customer interactions by identifying, recording, classifying and processing incidents to ensure the problem is resolved. The service provides a means to identify steps taken to ensure satisfactory resolution, including the ability to document work-arounds, or to ensure request fulfillment. The service is used as a data source for the creation of knowledgebase articles.
Functionality/Benefits
The service allows the department to completely document, categorize and prioritize customer affecting problems and requests to the production environment. The service enables historical reporting of service affecting issues or service requests. Integrated knowledgebase search, solution entry back into the case, and submission of new or corrected information into the knowledgebase are available.
Service Level Options
Incident tracking and reporting is configurable to meet the customers’ needs. Fields, content options, and layout are configurable by the application developers in consultation with the end users.
Dependent Services
Customers
Faculty and Staff
Users
Faculty and Staff
Hours of Availability
Service is available 24 x 7 x 365, except during planned maintenance and upgrades.
Support
Support is provided by Information Technology Services 24 x 7, except during holidays and intersession. To obtain assistance with this service, please contact the Service Desk at 617.373.4357 (xHELP).
Charge
Currently, there is no charge for this service.
Request for Service
This service can be requested by contacting the Service Desk at 617.373.4357 (xHELP).
Version, Date last updated
Current Version: Remedy ARS 7.1.0
Last Updated: June 2008
Get Started
See the Get Help x4357 > myHelp Support page to learn how to submit a self-service request online or go directly to myHelp to login.