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.
2. Select one of the following tabs:

   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.

3. Open an incident and choose one of the following tabs:

   Associations

   Use the incident associations page to view a list of the projects and project tasks that are associated with the incident. An association to the incident occurs any time you create a project or project task for the incident.

   Effort

   View a list of the resource effort on timesheets to resolve this incident.

   Notes

   Add notes to your incident or view a list of notes posted to your incident.

   Processes

   Use 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 (Optional)

   This tab provides a way to track the history of specific activities that occur for an incident. Your administrator determines which fields are audited and what information is stored in the audit trail. If Audit Trail is enabled and you have the appropriate access rights, the Audit tab appears. Use this page to view a log of change, addition, or deletion records for audit fields.

   You can view all the previous and new values, the user who changed them, and the modification date.