How to Manage Incidents › Assign or Reassign Resources to Incidents

Assign or Reassign Resources to Incidents

Verify that all incidents are assigned to a resource. When you assign an incident, a notification is sent to the assigned user. The method of receiving notifications depends on the assigned user personal notification settings.

Follow these steps:

1. Open Home, and from Demand Management, click Incidents.

   The list page appears.

2. Click the incident short description.

   The properties page appears.

3. Click the Browse icon in the Assigned To field.
4. Enter filter criteria and click Filter or click Show All.
5. Select a resource and click Add.

   The selected resource is assigned to the incident.

6. Save the changes.
7. To reassign, perform these steps again and select a different resource or continue to the next step.
8. Select the check box next to the incident you want to reassign.You can reassign incidents that are unresolved to another IT resource.
9. Click Reassign.
10. Enter filter criteria and click Filter or click Show All.
11. Select a resource and click Reassign.

    The confirmation page appears.

12. Click Reassign.

View or Add Incident Notes

Use the incident notes page to view or to add private and public notes. Notes record additional information about an incident. All the notes appear in chronological order. You can sort the list of notes and add additional notes.

All incident notes are public by default and viewable to the requestor and to the IT worker. Once a note is saved, it becomes read-only and cannot be modified or deleted. A timestamp and the name of the resource who added the note is stored with the note.

Follow these steps:

1. Open Home, and from Demand Management, click Incidents.
2. Click the incident short description to open the incident.
3. Click the Notes tab and enter a subject and description.
4. Select the Internal check box to make this note private and viewable only to the IT worker adding the note. When the requestor or other IT staff members view notes, they will only see public notes.
5. Click Add.

   The new note appears in the list.

6. Click the note subject to open the note. Click Return to close the note.
7. Click a column header to sort the list.
8. Click Return.

Enter the Time Spent Resolving Incidents

You can enter time spent working on incidents from the incident or from CA Clarity PPM timesheets.

• Use the incident effort page to display a chronological list of the timesheet entries you recorded for this incident. The incident effort is used to calculate costs for unplanned work.
• Link directly to your timesheet to record the time you spend working on any of your assigned incidents.

Follow these steps:

1. Open Home, and from Demand Management, click Incidents.
2. Click the incident short description to open the incident.
3. Click Enter Time.

   The Select Investment and Time Period page appears.

4. Complete the following fields:

   At Investment

   Specifies the investment to charge for the resulting cost. The investments that you can select are based on the following criteria:

   • The associated incident category of the incident.
   • The incidents to which you have access rights for incident tracking.

   At Time Period

   Select an open timesheet period from the drop-down.

5. Click Save and Return.

   The selected timesheet for the period opens.

6. Log the time you spent working on the incident on your timesheet.