Manage Incident Type

Manage Incoming Incident Type

Navigate to an Incoming Incident Type:

1. Click the start menu and select Intent-Based Automation > Triggered Automation Manager.
2. Click the Manual-setup Triggered Diagnosis > Incoming Incident Type tab.
3. Select an Incoming Incident Type, and click .
     

You can perform the following operations:

• Edit, delete, or test the incident type.
• Export the incident  type to a local file.
• Move the incident type up, down, to the top, and bottom.
  

  Note: As the incident types are grouped by their source and category, the incident type can only be moved within its source.

  Note: The system will match an incoming API call to Incident Types according to the order.

• Define the Interactive Trigger for this incident type, so the incoming incident type can also classify sources from Email or self-service.
  

• To export all Incident Types, click .

To import an incoming incident type from a file (in .XIT format), click Import from the drop-down menu or   >  Add Incoming Incident Type … > select a local file in the pop-up window.
 

Manage Virtual Incident Type

Navigate to a  Virtual Incident Type:

1. Click the start menu and select Intent-Based Automation > Triggered Automation Manager.
2. Click the Manual-setup Triggered Diagnosis > Virtual Incident Type tab.
3. Select a Virtual Incident Type, and click .  
   

You can perform the following operations:

• Edit or delete the incident type.
• Export (or Click ) the incident  type to a local file.
• Define the Interactive Trigger for the incident type, so the incoming incident type can also classify sources from Email or self-service.

To import a Virtual Incident Type, click Import from the drop-down menu or   >  Add Virtual Incident Type … > select a local file in the pop-up window.