Add Incident Information on the Details Tab

The standard incident workspace contains a Details tab where you can enter additional information about the incident.

1. From an incidents report, right-click the incident and select Open > Incident.
2. Click the Details tab.
3. Enter field information.

   Incident Fields on the Details Tab

   Field	Description
   Mailbox	Click this drop-down list to select the mailbox to send the incident response from.
   Source	This is a read-only field that identifies the source of an incident, whether it is added by a staff member or a customer.
   Severity	Click this drop-down list to select a severity level for the incident. The severity level serves as an importance indicator for any agents that work on the incident. The highest severity incidents are usually solved first.
   *Interface	Click this drop-down list and select an interface. By default, the incident’s interface is set to the interface where the incident was created. The interface determines the language of the message bases used for automatic responses to the incident.
   Language	Click this drop-down list and select a language. If your site has multiple interfaces for different languages, be sure you have also selected the interface that uses the language you want used in the response to the customer.
   SLA Instance	Click this drop-down list to credit the incident to an SLA instance that has been applied to the contact or the organization to which the contact belongs.
   Queue	Click this drop-down list and select a queue into which to move the incident from your inbox.
   Custom Fields	If your administrator has added incident custom fields, you can enter that information on the Details tab.