Incidents in xTuple ERP's CRM module can be used to help manage multiple different activities within an organization. For example, Incidents can be used to track Customer inquiries, product-related quality issues, Vendor-related quality issues, or the status of a marketing campaign. Incidents can also be used for trouble ticketing. In fact, the xTuple Web Portal product—which the xTuple Product Support Team uses for trouble tickets—is a web interface to the Incident Management in xTuple CRM.

When an Incident is created or modified, it can be emailed to interested parties. This is done through the xTuple Connect Batch Manager. In this section, we will show how this process flow is configured and put into action.