- About Support Incident Tracker
- Support
  - Incidents
  - Adding an Incident
  - Incident Queues
  - Update Incident
  - Closing an Incident
  - Knowledgebase
- More Help

### About Support Incident Tracker

Support Incident Tracker (or SiT!) is a web based application for tracking technical support calls/emails. Manage contacts, sites, technical support contracts and support incidents in one place. Send and receive emails directly from SiT!, attach files and record every communication in the incident log. SiT is aware of Service Level Agreements and incidents are flagged if they stray outside of them.

### Incidents

As is clear from the name Support Incident tracker, incidents are an important part of SiT!, 'Incident' is the name we use for what may also be referred to as a 'support call'. 'service request' or 'helpdesk ticket'.

Incidents are usually referred to by their reference number, what we call the 'Incident Number'. Incidents have a title, an associated product, contract and contact and possibly other information as well.

After an incident is added it is always 'owned' by a SiT! user although the user can reassign this ownership while the incident is open.

Each incident has a current status which may be one of the following:

- Active
- Closed
- Researching
- Called And Left Message
- Internal Escalation
- External Escalation
- Awaiting Closure
- Awaiting Your Response
- Unsupported

Closed incidents have an additional closing status:

- Sent Information
- Solved Problem
- Reported Bug
- Action Taken
- Duplicate
- No Longer Relevant
- Unsupported
- Support Expired
- Unsolved
- Escalated

Each incident has an 'updates log' which shows everything that has happened during the lifetime of the incident, a complete record of all contact with the customer, with colleagues and with external engineers.

Incidents can also have files attached.

### Adding an Incident

Before you can add an incident, you must already have a contract that entitles you to support.

Adding an incident is a simple process that goes like this:

1. Select the area the incident is related to (e.g. SUSE Linux, Apache)
2. Enter a brief title for the incident (This can be a brief summary of the incident)
3. Enter the definition of the problem, please provide as much detail as possible to aid resolving your incident
4. Click Add Incident and the incident is created

### Incident Queue

The portal has two incident queues one for your open incidents another for your closed incidents.

Depending on the configuration you could also have two additional queues for all open incidents fo your site and all recently closed incidents for your site

### Update Incident

When you select an incident it is possble to update the incident by clicking update incident, this will update the incident and set the call to active so the assigned engineer is able to view he call

### Closing an Incident

You can request the closure of an incident by selecting the incident then request closure, you are prompted for a brief description of why the incident is closed Submit will mark the incident as requesting closure and the engineer can then close it

### Knowledgebase

The knowledgebase allows you to browse articles which have been published which may aid in resolving your problem.

### More Help

See the Documentation section of the SiT website for a list of Frequently Asked Questions (FAQ) and more help.