View and update incident information on the Overview tab

Release version: Washingtondc

Updated April 9, 2024

4 minutes to read

View and update the incident information, such as summary, impact, cause, and resolution, from the Overview tab. This incident information helps you analyze the issue and resolve the incident quickly.

Before you begin

An incident must be created. For more information, see Create an incident in Service Operations Workspace.

Role required: itil

About this task

Review the incident information on the Overview tab. If necessary, you can edit or add information.

You can select the Preview record icon () for any reference field to display a preview of that record information on the same page. If necessary, you can also select Open record to open the record on a separate tab.

Procedure

On an incident record, select the Overview tab.

On the Summary section, add or edit the information as needed.

Select the Edit summary () icon to edit the fields.

On the form, fill in the details.

Table 1. Incident summary
Field	Description
Short description	Brief description of the incident.
Description	Detailed explanation on the incident.
Number	The unique system-generated incident number. This is a read-only field.
Priority	How quickly the service desk should address the task. The Priority field is calculated based on the Impact and Urgency fields.
Opened	The date and time when the incident was created. This is a read-only field.
Impact	Level of impact that the incident has on the business. Possible values: 1-High 2-Medium 3-Low Note: When you modify the value in the Impact and Urgency fields and save the record, a Record update pop-up window is displayed where you must enter the Work notes information to proceed further.
Urgency	Level of urgency the incident requires to be resolved. Possible values: 1-High 2-Medium 3-Low Note: When you modify the value in the Impact and Urgency fields and save the record, a Record update pop-up window is displayed where you must enter the Work notes information to proceed further.
State	Different states through which the incident proceeds during its life cycle. Possible values: New In progress On Hold Resolved Canceled Note: When you select the On Hold state and save the record, a Record update pop-up window appears where you must select the On hold reason field and enter the Additional comments. When you select the Resolved state and save the record, a Record update pop-up window appears where you must select the Resolution code field and enter the Resolution notes to proceed further.
Major Incident state	State of the Major incident. Note: This field is available only if the Major Incident Management for Service Operations Workspace (sn_sow_mim) plugin is installed and active. For more information, see Setting up Major Incident Management in Service Operations Workspace.
Caller	User who reported the incident.

Select the Save Summary () icon.

On the Impact Summary section, edit the information as needed.

Select the Edit impact summary () icon.

On the form, fill in the details.

Table 2. Impact summary
Field	Description
Business impact	Impact of the incident on the business.
Configuration item	Primary configuration item that is impacted.
Service	Primary business service that is impacted.
Service offering	Consists of one or more service commitments that uniquely define the level of service in terms of availability, scope, pricing, and packaging options. Service offering enables you to receive different features and their levels of performance for a given service.

Select the Save Impact Summary () icon.

On the Location field of the Impact section, select View impacted locations to view the impacted locations and users on a world map in a separate tab.
The Impacted location tab displays the following information:
- Number of impacted users – Number of users impacted by the incident.
  Note:
  The number of impacted users is calculated based on the following data sources:
  
  Caller of the incident.
  
  Callers of the child incidents.
  
  Service offerings associated with the Incident. This source is only used if Service Portfolio Management Foundation is activated and being used. For more information, see Activate Service Portfolio Management.
- Number of impacted locations – Number of unique locations calculated based on the number of users.
- Impact world map – Map of impacted locations marked on the world map along with the impacted users. You can view the impacted users counts and details at these locations. You can further narrow down to the continent, country, state, or city level.
Note:
The Location section is available only if the Major Incident Management for Service Operations Workspace (sn_sow_mim) plugin is installed and active, and if the incident is a major incident. For more information, see Major Incident Management in Service Operations Workspace.
Select the following cards to add or update the configuration items associated with the Incident.
1. Select the Affected CIs card to add or remove the configuration items (CI) that are affected by the incident.
2. Select the Impacted Services/CIs card to add or remove the Configurations items or Services impacted by the incident.
3. Select the Assets card to add or remove the configuration items that users use as assets.
On the Cause section, add or update the cause of the incident.
1. Select Add cause.
2. Enter Probable cause of the incident.
3. Select Save cause () icon.

On the Resolution section, add the resolution information to resolve the incident.

Note:

Populate the values in this section only when the incident is ready to be resolved.

Select Add resolution.

On the form, fill in the details.

Table 3. Resolution section
Field	Description
Resolution code	Category in which the incident is resolved.
Resolution notes	Details on how the incident is resolved.

Select the Save resolution () icon.

On the Compose section, post messages to the activity stream and send emails to stakeholders.
1. Enter and post the Comments message to the activity stream.
2. Enter and post the Work notes (Private) message to the activity stream.
3. Enter and post the Action taken on the major incident to the activity stream.
4. Compose and then send Email to the stakeholders.