Module 2: Incident Management

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ASM Production - Admin, ASM System

Opening and Actioning a Ticket

Workload Outstanding

New
User Update
Resolved
Allocated
In Progress
Awaiting Information
Closed
Awaiting Related Call Resolution
Awaiting Request
Portal Close
Portal Reopen
USER-CHASE
ESCALATED TICKET

Defer Call

Call History

Call Description
	ServiceDesk Manager	04/15/2024 18:31
		Call Forward Internally to Group (Service Desk)	Portal	ServiceDesk Manager	04/15/2024 18:31
		SLA Agreement Incident SLA - Default Applied Automatically	Portal	ServiceDesk Manager	04/15/2024 18:31
		Open Forwarded Call by Admin, ASM System		ASM System Admin	04/29/2024 19:24
		Call Deferred : In Progress		ASM System Admin	04/29/2024 19:25

[In Progress]



Assisted User to Troubleshoot

Call Description
	ServiceDesk Manager	04/15/2024 18:31
		Call Deferred : In Progress		ASM System Admin	04/29/2024 19:25

[In Progress]



Assisted User to Troubleshoot


		Open Forwarded Call by Admin, ASM System		ASM System Admin	04/29/2024 19:24
		SLA Agreement Incident SLA - Default Applied Automatically	Portal	ServiceDesk Manager	04/15/2024 18:31
		Call Forward Internally to Group (Service Desk)	Portal	ServiceDesk Manager	04/15/2024 18:31