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    Rename "incident" to "ticket" (or...
    Idea posted April 17, 2017 by Kristine TannertExplorer, tagged Agent Browser UI, Agent Desktop, Chat, Cobrowse, Community, Customer Portal, Feedback/Surveys, Incident Management, Knowledge Advanced, Knowledge Foundation, System Admin and Configuration 
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    Rename "incident" to "ticket" (or some other neutral term)
    User Story / Description:

    The word "incident" has a negative connotation for our customers, especially in our industry. It would be nice if Oracle would rename incident to ticket or another neutral term so that anything and everything that faces both our customers and our agents uses a less emotionally loaded word when referring to an interaction or request.



    • Mike Kramer

      Great idea.  Every time we explain what an "incident" is to someone at our company, we first have to explain that it's not a "bad thing" as the name infers.  "Ticket" would be a much better/broader term.

    • CherylK

      Not sure if this will help you, it would be easier to have the ability out-of-the-box to set up an alternate to 'incident' but this is what we did and is something you could test. During implementation our business decided that 'Cases' was a more accurate term for us to use. We ended up renaming all of the message bases to adhere to his label. For example, INCIDENTS_LBL message base was changed to 'Cases', INCIDENT_LBL was changed to 'Case', MY_INCIDENTS_LBL was changed to 'My Cases' and so on. We had to do this for all of the out of the box message bases as well as the custom message bases that we use on the customer portal. Possibly custom scripts and message templates would need to be changed if you use those.

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