Work on an incident list page in Service Operations Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Perform various actions on an incident from the incident list page in Service Operations Workspace (SOW).

    Before you begin

    Role required: itil, sn_service_desk_agent

    Procedure

    1. Navigate to All > Service Operations Workspace.
    2. Select the List (List icon) menu.
    3. Under Incidents, select any of the following filter categories open the incident list.
      • Assigned to you - List of incidents that are assigned to you.
      • Unassigned - List of incidents that aren't assigned to any agent.
      • Open - List of incidents with status other than Resolved or Closed.
      • Resolved - List of incident with Resolved status.
      • All - List of all incidents.
    4. Perform any of the following actions on the incident list page.
      OptionDescription
      Assign to me Select the More actions () icon corresponding to the incident record, and then select Assign to me to assign the incident record to yourself.
      Reassign Select the More actions () icon corresponding to the incident record, and then select Reassign to reassign the incident record to other agents.
      Copy URL Select the More actions icon () icon corresponding to the incident record, and then select Copy URL to copy the URL of the incident record. You can then share the URL with other agents.
      Copy sys_id Select the More actions icon () icon corresponding to the incident record, and then select Copy sys_id to copy the sys_id of the incident record. You can then share the sys_id with other agents.
      Edit form Select the Edit (Edit) icon to update the incident record from the list page.
      The incident form opens on the side panel with the following two tabs:
      • Details: Includes all the incident record information such as short description, impact, assignment, cause and resolution.
      • Activity: Includes all the incident record activity information.
      New Select New to create an incident.
      Export Select Export to export the list of incidents in excel (.csv), pdf or html.
      Filter Select the Filter (Filter) icon to filter the incident list based on specific conditions. You can set up these conditions to customize your filter. The animated number on the Filter (Filter) icon shows how many filters are currently applied to the incident list.
      Refresh Select the Refresh () icon to refresh the list of incidents.
      Search Select the Search (Search) icon to search an incident using any incident information as variable.
      Edit column (Personalize list) Select the Edit column (Edit column) icon to configure the view of the columns for the incident. The column represents the fields of the incident record. You can add or remove the columns from the incident list.

      An animated dot symbol on the Edit column option indicates whether the columns in the list are edited or personalized.
      Group by Select the More actions () icon corresponding to the column name, and then select Group by to group the incident list by the column name. The column name is the name of the field in the incident record.
      Show matching Select the More actions () icon corresponding to the incident record row, and then select Show Matching to show the incident with matching details.
      Filter out Select the More actions () icon corresponding to the incident record row, and then select Filter out to filter out or remove the incident with matching details.