List of incident related actions
The left side menu provides a series of actions enabling to quickly perform tasks without having to open the incident selected from a view.
The actions detailed below are actions which affect an incident’s status.
Other actions are available via the incident form.
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To
perform an action contained within the left side menu, it is not necessary to
open the incident form. You
may select the incident from a view (for instance, the “My incidents” view)
and click on the action to update the selected incident. |
Rapidly
create an incident. Select a “quick call” incident template to open and close
an incident directly in the same form.
Enables to modify the type of the request; if the
selected request is an “Incident”, then it will be converted into an “SR”
(Service request).
Assign the
incident a level 1 or level 2 technician.
Indicate
that you are currently in the course of processing the incident.
Indicate
that the incident’s resolution is pending.
Indicate
that the incident is resolved.
Close the
incident.
Reopen a
closed incident.
Enables
to indicate a follow-up date for the incident. This date
can be set according to a specific event, for instance, a supervisor
authorisation, etc.
Many other
actions are available from the incident form.
View an incident’s history of changes
Escalate an incident to a level 2
technician
Link an incident to another incident
Location: Index > Incident management module
See also: Incident form | Diagram of incident statuses