How to Manage Incidents › View a List of Incidents

View a List of Incidents

Use this procedure to generate a list of incidents. You can view important details such as the description, category, status, urgency, and impact.

Follow these steps:

1. Open Home and from Demand Management click Incidents.

   The list page appears.

2. Select one of the following viewing options:

   Assigned to Me

   Displays the Incident List page with a list of incidents to which requestors or IT workers are assigned. If you are assigned an incident, the list also displays any incidents you report. Assigned to Me appears. Or, if you have the Incidents - Manage Category Incidents access right for at least one incident category.

   You can specify how you are notified of new incidents or of incidents assigned to you. These account settings are handled on the Account Settings: Notifications page.

   Reported by Me

   Displays a list of incidents you report to requestors and IT managers, and any assigned to you.

   Reported by Others

   Displays a list of incidents assigned to you, or reported by other resources. The list includes incidents mapped to incident categories to which you have access rights, either directly or by your association to a group.

   The page appears if you have either the Incidents - Create/Edit - All access right, or the Incidents - Manage Category Incidents access right.

   Associations

   Use the Associations menu to view a list of projects and project tasks from which this incident was converted. Use the incident associations page to view a list of the projects and project tasks associated with the incident. An association to the incident occurs any time you create a project or project task for the incident.

   Effort

   Use this component to view a list of the resource effort on timesheets to resolve this incident.

   Notes

   Use this component to add notes to your incident or to view a list of notes posted to your incident.

   Processes

   You can use CA Clarity PPM processes to automate certain elements of demand management. For example, you can create a process that notifies the incident manager when the incident status changes to Resolved. You can also define a process to set the incident urgency to High and to implement the incident.

   Your administrator can define incident type-specific processes or global processes designed to work on a specific incident.

   You can create and run processes on incidents.

   Audit

   This component provides a way to track the history of specific activities that occur for an incident. Your CA Clarity PPM administrator, who determines which fields are audited and what information is stored in the audit trail, sets up Auditing. If Audit Trail is enabled and you have the appropriate access rights, the Audit menu displays when you open your incident. Use this menu to view a log of change, addition, or deletion records for any of the fields chosen for auditing.

   You can view all the previous and new values of fields changed, the resource who changed them, and the date of changing the values. The fields display in the bottom half of the Incident Audit Trail page.To record audit trail, specific field property attributes require to be set up for auditing.