c.Support for Windows - Incident Management

> Use related incidents to track related issues and tasks. Enable automatic closure of parent incidents. > Set up scripts to ensure that all relevant information is collected.
> Use incident templates for frequent or reoccurring issues. Use auto-close templates to populate fields and close the incident after the template is selected. Use workflow templates for tracking and managing issues or tasks that have multiple activities. You can set up a hierarchy of templates for sequencing workflow tasks.
> View complete historical information using the Work History, Customer Work History, and Audit History fields.
> Email incident information to customers and others; use predefined shared or personal templates and include your personalized signature block.
> Associate assets, products, and services with an incident; perform asset scans to collect hardware, software, and service details automatically.
> Send survey questionnaires. Surveys can be sent manually or automatically on an interval basis.
> Route by location, skill, name, or group, with or with load-balancing. You can route an incident to yourself with one click.
> Set up automatic escalation for incidents that are not closed within a defined timeframe. Incidents can escalate by increasing priority levels or reassignment using either skill based routing or group based routing.
> Use email processing to convert email into incidents. Automatically apply templates and load-balanced routing to incoming email.
> Send notifications based on incident events; use pager notifications for rapid response to high priority issues.