---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Process a breached incident

# Process a breached incident {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
View and manage breached incidents from your mobile device.

## Before you begin

Role required: admin

## Procedure

1. On the ITSM Mobile Agent landing screen, tap the Breached incident applet.  
   The Breached incidents screen opens with a list of incidents.
2. To reduce the number of records on the screen, see [Filter records in ITSM Mobile Agent](https://www.servicenow.com/docs/69odL0E0nBs6qcsi2n28jA "Set additional filters to limit the number of records that are displayed on a screen. Filtering records in the mobile app works like filtering with a condition builder on the ServiceNow AI Platform.") to search for records that match specific search criteria.
3. On the Breached 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 as described in the table.  
   {#process-breached-incident__table_wvx_r35_gmb__entry__2}

   | Action | Description |
   |:-|:-|
   | Add comments | Add any additional comments or work notes about the incident in this field and tap ![send icon](). |
   | Reassign | Use this action to reassign an incident to another agent. On the Reassign incident screen, tap the Assignment group field, then select an agent from the Assigned to list. Add notes in the Work notes field. Tap ![send icon]() 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 ![send icon](). |
   [Table 1. Breached incident menu options]

   {#process-breached-incident__table_wvx_r35_gmb}
5. On the Breached incidents screen, tap a record in the list to open it and view more details.
6. On the Breached incidents screen, choose one of the actions in the table as appropriate.  
   {#process-breached-incident__table_mmj_y35_gmb__entry__2}

   | 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 ![mobile top 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. {#process-breached-incident__ul_mmk_hrv_zjb} |
   | ACTIVITY tab | View the activity on the incident, such as field changes or assignment changes. Tap ![Add icon]() to perform any of the following activities on the incident. 1. Record Video: Record a video to be attached to the incident. 2. Open Gallery: Open your photo gallery to attach an existing image or a video to the incident. 3. Take Photo: Take a picture and attach it to the incident. 4. Attach File: Attach a file from another application to the incident. 5. 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 switch on the Additional Comments field. 6. Add Work Notes: Add your work notes on the incident. {#process-breached-incident__ol_pmk_hrv_zjb} |
   | RELATED tab | View the related lists of the incident, such as child incidents, task SLAs, impacted services, and affected CIs. Tap the arrow to view more details of these related items. |
   | CALLS tab | View the list of all the calls related to an incident. Tap any of the calls to Add participants or to Join call. Tap the menu at the top of the Conference Call page and tap End call to end the call. |
   [Table 2. Breached incident tabs]

   {#process-breached-incident__table_mmj_y35_gmb}
{#process-breached-incident__steps_cmk_hrv_zjb}