My incidents

Use the My incidents applet to work on the incidents that are assigned to you.

Before you begin

Role required: none

About this task

Resolve, reassign the incident, or add comments to an incident assigned to you. Add work notes, view the details of an incident, or edit an incident, all from a single screen on your mobile.

Procedure

1. On the ITSM mobile agent landing screen, tap See All on the My incidents applet.
   The Assigned Incidents screen opens with a list of incidents.
2. If you want to reduce the number of records on the screen, see Filter records to search for records that match specific search criteria.
3. On the Assigned incidents screen with the list of incidents, swipe left on an incident to open the menu.

   

4. On the menu, choose one of the actions to process the incident.

   Action	Description
   Add comments	Add any additional comments or work notes about the incident in this field and tap .
   Reassign	Use this action to reassign an incident to another agent. On the Reassign incident screen, tap the Assignment group field to change the assignment group, select the agent from the list in the Assigned to field and add any notes in the Work notes, and tap to submit.
   Resolve	On the Resolve incident screen, tap the Resolution code field and choose a code for the resolution, add notes in the Resolution notes field, and tap .

5. On the Assigned incidents screen, tap a record on the list to open it and view more details.
6. On the My Incidents screen, choose one of the actions in the table as appropriate.

   Option	Description
   DETAILS tab	Choose one to continue. View the fields for details about the incident. The fields with an arrow have additional information. At the top right of the screen, tap the menu icon to reassign, edit, or propose the incident as a major incident. Add any additional comments using the Add comments button. Resolve the incident after adding a resolution code and notes using the Resolve button.
   ACTIVITY tab	View the activity on the incident like field changes or assignment changes. Tap the add icon to perform any of the following activities on the incident. Record Video: Record a video to be attached to the incident. Open Gallery: Open your photo gallery to attach an existing image or a video to the incident. Take Photo: Take a picture and attach it to the incident Attach File: Attach a file from another application to the incident. Add Additional Comments: Add any additional comments to the incident. Note: The comments can be made visible to the customer if you enable them using the toggle bar on the Additional Comments field. Add Work Notes: Add your work notes on the incident.
   RELATED tab	View the related lists of the incident, such as, child incidents, incident tasks, alerts, task SLAs, impacted services, affected CIs, and attached published knowledge articles (translated versions if available). Tap on the arrow to view more details of these related items.
   CALLS tab	View the list of all the calls related to an incident. Tap on any of the calls to Add participants or to Join call. Tap on the menu on top of the Conference Call page and tap End call to end the call.