Edit Key Incident Fields

After understanding the role of incident statuses and SLAs, you can edit the key incident fields.

This procedure describes the standard incident workspace. Keep in mind that your workspace may contain different fields.

1. From an incidents report, right-click the incident and select Open > Incident.
2. Enter field information.
   Tip: Use Find at the bottom of drop-down lists when available to search quickly. Wildcards are supported. You can search strings that include a space by entering %[spacebar][character], which is helpful when searching last names. For example, when using the Find feature in the Assigned field, entering %[space bar]b returns all last names starting with the letter b. There is also an implied wildcard when searching, so entering b in the Find field returns all items containing the letter b.

   Incident Fields

   Field	Description
   *Subject	Enter a subject for the incident in this field. If the customer originated the incident, this field contains the customer’s summary of the question, which you can edit if necessary. For example, to make the question more specific.
   Reference #	The incident’s reference number is a read-only field with a value assigned by Service.
   *Status	Click this drop-down list and select an incident status. The options include Solved, Unresolved, Updated, and Waiting, as well as any custom incident statuses added by your administrator.
   Assigned	Click this drop-down list and select a staff member to assign the incident to. On the standard incident workspace, this field contains your name by default.
   Disposition	Click this drop-down list and select a disposition that indicates the resolution of the incident. There may be multiple levels of dispositions for you to select.
   *Contact	Click Search to the right of the Contact field to search for a contact to add to the incident. To add a contact, click New Contact on the open Contact Search window. If this field contains a name, the customer will also be listed as the primary contact on the Contacts tab. Be aware that if you add another contact using the Search button, the existing primary contact is removed from the incident and replaced with the new primary contact. To add a contact to an incident without removing the primary contact, use the Add button on the Contacts tab toolbar.
   Organization Name	This read-only field contains the name of the organization for the contact associated with the incident.
   Product	Click this drop-down list and select one or more product levels to indicate the product for the incident.
   Category	Click this drop-down list and select one or more category levels to indicate the category for the incident.

3. To add a flag to the incident, click the area next to the white flag at the top of the content pane.
4. To add other key incident fields, click the Details tab.