Adding incidents

Incidents are generally submitted by customers from the Ask a Question page or through email. As a result, the majority of your time is probably spent editing incidents. However, RightNow Service does not automatically create incidents when customers contact you by phone, mail, or fax, so you may find yourself adding incidents from time to time. When you add an incident, you create a record of both the customer’s question and your response, which can help your organization track resolution of the incident.

To add an incident:

1	Click the Application button and select Incident.

2	Type the question or issue in the Subject field, to a maximum of 240 characters.

3	Complete the incident fields as described in Editing key incident fields.

4	Click the Customer Entry field and type the customer’s question.

5	Click the Add button and select Response.

6	Type your response. For information about responding to an incident, refer to Adding responses and Adding content to the response.

7	To add or edit contact information for the incident, click the Contacts tab and complete the information as described in Adding and editing contact information.

8	To enter the time you spend working on the incident, click the Time Billed tab and com­plete the information as described in Tracking your time.

9	To add or edit task information for the incident, click the Tasks tab and complete the information as described in Adding tasks.

10	To add or edit organization information for the incident, click the Organization tab and complete the information as described in Adding organizations.

11	To attach one or more files to the incident, click the Attachments tab and complete the information as described in Attaching files to incidents.

12	To present an offer to the customer, click the Offer Advisor button. Refer to Presenting offers to customers.

13	To create an opportunity from the incident, click the New Opportunity button. Refer to Creating opportunities from incidents.

14	To send a response, refer to Sending responses.

15	Click the Save And Close button to save the incident.

Copyright © 2000, , Oracle Corporation and/or its affiliates. All rights reserved. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners.