How to Manage Incidents › View or Add Incident Notes

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.

   The list page appears.

2. Click the incident short description to open the incident.

   The properties page appears.

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.