Unscheduled call for assistance incident type - Mission Control

Call Received incident type: functionality

The incident type is configured for manual trigger.

When operators receive a call for assistance, they can trigger the Call Received incident and follow the dynamic incident procedure till incident resolution.

For more details, see Triggering incidents manually.

Call Received incident type configuration

The incident type is preconfigured with the following:

Call Received incident type: triggers

The incident is configured to allow manual trigger.

Based on your setup, you can add, remove or modify triggers as required. For more details, see Modifying incident triggers.

Call Received incident type: automation workflow

After the incident is triggered, the system waits for the operator to respond to the dynamic incident procedure which guides the operator through logging details of the call, requesting additional help and so on depending on the purpose of call received.

After the operator works through the incident procedure, the system automatically closes the incident.

You can modify the system workflow by adding or deleting activities as required in the Incident configuration > Workflow page of the incident type.

For more details on modifying workflow activities, see Modifying incident automation workflow activities.

Call Received incident type: user procedure

The incident is configured with a dynamic procedure, that accepts operator response and directs system action accordingly.

The steps include information and directives for the operators to log details depending on reasons for the call such as information request, maintenance request, patrol request and so on.

For more details, see Modifying incident user procedures.

For more information on incident type configuration, see the Mission Control Administrator Guide.