Incidents › Edit an Incident

Edit an Incident

You can update an incident that has already been created.

To edit an incident

1. On the Service Desk tab, browse to Incidents, Assigned or Unassigned. Request the Priority for the incident you wish to edit.

   The Incident List appears.

2. Select the incident to edit.

   The Incident Detail page appears.

3. Click Edit.

   The Update Incident page appears.

4. Edit the entry fields as appropriate.

   See Incident Fields for field definitions.

5. Use the controls available on the tabs at the bottom of this page to process the incident as appropriate.

   See Incident Tabs for more information.

6. Click one of the following buttons:
   • Save—Saves the incident and closes the page.
   • Auto Assign—Triggers an auto assignment task, and updates the activity log.

     Note: This button appears only when the ticket specifies a category or area that has auto-assignment enabled.

   • Create Change Order—Opens the Create New Change Order page so you can create a change order ticket associated with this incident.
   • Create Problem—Opens the Create New Problem page so you can create a problem ticket associated with this incident.
   • Cancel—Closes the page without saving any changes.
   • Reset—Resets all fields to the last saved values.
   • Find Similar—Opens the Find Similar page to search for similar problems.
   • Quick Profile—Displays the contact information for the user entered in the Affected End User field. If you are creating an incident, a list of available users appears. You can select the user that is in the Affected End User field.
   • Use Template—Displays a list of available incident templates. You can select the template you want to use for creating this incident.

More information:

Edit from the Incident List

Specify Service Outages

Track Incidents