Incident Reports
This topic describes incident reports and what options are available.
When you click the Incidents button on the navigation pane, the navigation list displays all of the reports and items added to this list by your administrator. The Incidents button, plus all the other buttons you have access to, are part of the navigation set defined in your profile.
Incident reports can be placed in other navigation lists, not just the Incidents navigation list. And if you have permission to customize your navigation set, you can add other items, including reports you have permission to access, to your Incidents navigation list or any of your lists.
Double-clicking any incident report displays the report on the content pane. The incident information displayed on the content pane depends on the incident report you opened and which fields were defined when the report was created. The Incidents report, for example, displays the subject, status, the name of the agent it is assigned to, the queue it is assigned to, the date it was last updated, and the associated reference number. The Home tab on the ribbon lets you open, add, print, copy, assign, delete, forward, and propose incidents. In addition, you can send email to the contact associated with an incident, search for an incident, refresh the report, or reset the search criteria. It also provides data analysis options and options for working with the report. Additional tabs on the report ribbon include options for controlling display and page setup.
Besides selecting an incident from a report, you can search for incidents from a report or use Quick Search.