This form provides the base information required for submitting an incident that requires attention.
It is able to be filled and saved as a filled pdf document in both acrobat reader and acrobat pro.
The general procedure is to fill the form, then choose File | Save As.
Note that it is important to choose ‘Save As’ so that you may change the name of the file, preventing you from overwriting the default empty master), and save it to a suitable location ready to email the incident form along with any supporting screen-shots or attachments via e-mail.
Submission of the form may be made to the address itsupport@proactiveservices.com.au and all relevant parties will get a copy of the incident and additional details.
The form will require you to fill information, and will insist that you complete the Impact and Urgency fields using the guidelines printed. Once this is completed, the SLA for the given priority and urgency will be displayed so that you are informed of the expected performance of the response.
In the event that you lack the means to create an incident report, (as in the incident is something like your e-mail doesn’t work or your laptop is unable to be used), you may lodge the incident by telephone to one of the numbers below, but are expected to lodge an official form as soonest possible.
The only field on the form not required to be filled in is the incident number, to which will be assigned and notified to you. In the notification the incident number will be provided by returning the original form with this item completed.