New service requests or incidents can be entered through the Service Request function. The dispatcher can then allocate the incident to a service engineer. The dispatcher can also attach a service plan to the incident, which generates in turn the appropriate workflow to handle the problem.
An incident can be related to a product or service but also to an installed base record and/or a Service Level Agreement.
Mailscan is a server-based process that scans dedicated mailboxes e.g. (firstname.lastname@example.org) and creates automatically a service request when a mail comes in. It will determine from which company the ticket has come from and link that company to the ticket. An automatic Service Call can also be generated to alert an agent to handle the ticket.