Test your Incident Management case

In this topic, you will create a few case instances and work with them. To raise the case, the occupant calls the service provider, and the service provider raises the issue on behalf of the occupant. Once the issue is raised, a case instance called Incident Case is created.

The Incident Case includes a few automatic activities and a few manual activities.

The automatic activities are:

• Set Case Ref

• Update Case Ref

• Update Role

The automatic activities set the case reference using the post code, update the case reference, and set the applicable occupant based on the username.

The manual activities are:

• Triage

• Internal Review

• Resolved

• Close

• Follow up

In the manual activities, the user (member of the Services team) triages the Incident Case to analyze it and selects the appropriate issues. Then the case is automatically assigned to the relevant team. Further, the case is visited by the assigned team and the required solution is provided.

Once all the activities assigned to the service provider are completed, the case is assigned to the occupant. The occupant reviews the solution provided by the service provider and closes the case if satisfied.