Unassigned incidents

Use the Unassigned incidents applet to assign, reassign, edit or promote to a major incident.

Before you begin

Role required: group manager

Procedure

1. On the My team landing screen, tap See All on the Unassigned incidentsapplet.
   The Unassigned 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 Unassigned 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 .
   Assign to me	Use this action to assign an incident to yourself.
   Assign	On the Assign 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.

5. On the Unassigned incidents screen, tap a record on the list to open it and view more details.
6. On the Unassigned Incidents screen as shown in the following figure, 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, assign, edit or propose the incident as a major incident. Add any additional comments using the Add comments button. Use the Assign to mebutton to assign the incident to yourself. Once assigned to you, 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 anotther 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, task SLAs, impacted services and affected CIs. Tap on the arrow to view more details of these related items.
   Calls	View the list of all the calls related to an incident. Tap on any of the calls to Add participants or to Join call