How You Edit Incidents

The fields you see when adding or editing an incident are defined in a workspace that is assigned to your profile.

Some of the fields are required by default, and your administrator may require that other fields also be completed. You must complete any field marked with an asterisk before you can save the incident. Incidents do not have to be completed in any particular order, but you must complete all required fields before you can save an incident.

This list provides the required and optional steps involved when editing an incident.

• Complete the incident fields. See Edit Key Incident Fields.
• Compose your response to the customer. See Incident Threads.
• To add content to your response, see Response Options.
• To add or edit contact information, see Add or Edit Contact Information.
• To track the time you spend editing the incident, see Add Time Billed to an Incident.
• To add or edit tasks associated with the incident or its contact, see Add or Edit a Task for an Incident.
• To add or edit organization information, see Edit an Organization Associated with an Incident.
• To create an opportunity for the sales department to follow up, see Create an Opportunity from an Incident.
• Send a response to the customer. See How You Send Incident Responses.

You can save the incident at any stage of the process and either continue editing or close the incident and return later to complete it.