Incident Reporting Instructions

Report a New Incident

• Report the incident
• Select Retailers &/or Organizations needing notification
• Select email recipients
• Call contacts on phone list

A summary of the incident reported will be displayed

View/Update Incidents

• Select view or update from hitlist
• Enter updates

A summary of the update will be displayed. There is no notification made on updates and client cannot view updates.

Resolution

• Select the incident from the hitlist and click on Update.
• Select Resolved from the status list pulldown
• Enter resolution description
• Check email notifications that need to be made
• Call contacts in phone list

A summary will be displayed at the end. Once the incident is resolved it can no longer be updated.

Clients can only view the incident description and resolution. The updates allow Webstop to make notes so that similar future incidents can be resolved quickly or other important information relating to it can be noted. Please make descriptions as clear as possible

Setting up Clients in Incident Reporting

There are three steps:

Step 1: Ticket Contacts

• Enter clients in the Incidents:Ticket_Contact table. This includes everyone who wants to receive some kind of notification.
• Set up contact to receive email and/or phone notification by setting the the contact flags.
• If contact is business hours 8-5 ET Monday-Friday, enter "Business" in the contacthours field. All other hours, enter After. Business & after hours contacts require separate entries even if it is the same person for both, however both are not required.

Step 2: AdminClient Users

• Enter names of client who can view incidents.
• Make note of UserID number
• Enter UserLogin & User Password

Step 3: User Functions

User functions set up what each client can view. There must be one record for each function type. Please do not set up clients with ViewEyes as that is reserved for Webstop "eyes only" incidents.