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Investigating and Diagnosing Incident Records

When the incident has been escalated to an assignment group, the assignment group begins to work toward a resolution. The assignment group typically assesses the incident details, collects and analyzes all related information, identifies possible resolutions, and updates incident report details.

To identify solutions for incident records

1. Navigate to the Service Requests screen > Service Requests - HelpDesk view.
2. In the Service Requests - HelpDesk list, click the SR # link.
3. Click the Solutions view tab.
4. Click Add.

   The Add Solutions dialog box appears.

5. Select the solution you want to add, and click Add.

To associate incident records to other incident or problem records

1. Navigate to the Service Requests screen > Service Requests - HelpDesk view.
2. In the Service Requests - HelpDesk list, click the SR # link you want to associate to a known problem.
3. In the Problem title field, click the select button.
4. In the Pick Service Request dialog box, select the known error that matches the incident, and then click OK.

Related Topic

To link incident records to asset information

1. Navigate to the Service Requests screen > Service Requests - HelpDesk view.
2. In the Service Requests - HelpDesk list, click the SR # link you want to link to previous assets or caller information.
3. Click the More Info view tab.
4. In the Asset # field, click the select record.
5. In the Pick Asset dialog box, select the asset to which you want to link the incident report.

Related Topics

Adding Assets to Request for Change Records