Establishing Support Structure › Incident Tracking

Incident Tracking

Incident tracking lets analysts track an incident by selecting one or more flags for the incident. The information that analysts specify provides your organization with metrics about incidents for reports. For example, analysts can indicate that an incident was assigned incorrectly. When a large percentage of incorrectly assigned tickets appears in a report, your organization is aware that assignments must be adjusted.

For example, analysts can specify information to help your organization do the following:

• Improve SLA responsiveness and closure at lower levels within the support organization.
• Identify tickets that are incorrectly assigned.
• Indicate that a remote control tool was used to resolve the ticket.

You install the efficiency_tracking Options Manager option, so that analysts can use tracking options that appear on the Efficiency Tracking tab of incident detail pages.

Note: For more information about incident tracking, see the Online Help.