When customers request help from your customer support group through email or the Ask a Question page on your support site, RightNow Service automatically creates incidents from their requests. Most of the time, these are the incidents you will respond to. At other times, however, you will add incidents. For example, when a customer contacts you by phone, fax, or mail, you will add an incident to create a record of the customer’s question.
The standard incident workspace enables you to move quickly from one section to the next as you work on incidents. You can edit any part of an incident in any order. The procedures in this section follow the order of the fields and tabs on the standard incident workspace.
The majority of incidents will be assigned to you or pulled into your inbox. When incidents are assigned to you, some of the information in the record will be populated when you open the incident.
