Agent Guide: Handling Incidents in Wavity ServiceDesk

In the Wavity platform, handling and updating incidents as an agent is a simple and intuitive process.
Note: The steps outlined below serve as general instructions and can be customized to meet specific organizational needs; however, the core workflow remains the same.
Agents with the appropriate access can log in using their credentials and will be directed to the Agent Interface.
From the Agent Interface, agents should click on ‘Open Incidents’ to view all incidents assigned to them.

A list of assigned incidents will be displayed. Agents can click on any incident to view its details.

The Incident section will display the information initially submitted by the end user.

The Resolution section is where the agent works on the incident. The status can be updated using the provided dropdown menu.

If the agent needs to reassign the incident, they can select ‘Yes’ in the Reassign field. A pop-up will appear allowing the agent to:
1. Select another agent
2. Provide a reason for reassignment

Agents can also manually escalate an incident when necessary. Note that the Wavity ITSM platform also supports automatic escalation based on predefined rules.

The system will automatically capture and track key timestamps such as:
1. First Response Time
2. Resolution Time- These metrics are updated in real-time and aligned with the associated SLAs.

To communicate with the requester, agents can click on the ‘Message’ icon to initiate a conversation.

Agents can respond to the requester using the reply box, and they may also use macros for inserting prebuilt, standardized responses (canned responses).

After making any updates, agents can click ‘Save’ or ‘Submit’ to finalize changes to the incident.