Incidents › Create an Incident › Create an Incident from the File Menu › Incident Tabs

Incident Tabs

The following tabs are available on the Create New Incident, Incident Detail, and Update Incident pages:

Activities

Displays a log of the activities performed to resolve the incident.

Event Log

Displays a record of significant actions that occur regarding the incident.

Verification Log

Displays the change verification activity history for this Incident. The log shows details about the policy and actions taken when change verification operations that involve this Incident. For example, this log identifies the policy, CI, and managed attribute values that caused a change specification to create the Incident.

Note: This tab only appears if a CACF policy created the Incident.

Attachments

Attaches a document or a link to a URL to the incident.

Service Type

Associates a service type to indicate the level of support for the ticket.

Workflow Tasks

Lists the process instance and related audit trail messages for CA Process Automation, CA Workflow, or Classic Workflow that is associated with the ticket. The Workflow Tasks tab shows fields that apply to an attached workflow. The workflow may require some of the work items to complete before the ticket can close.

Note: The Workflow Tasks tab appears only if your administrator configured workflows for the ticket area or category. For more information about workflows, see the Administration Guide.

Efficiency Tracking

Specifies incident tracking flags, such as for incidents that are assigned incorrectly.

Note: This tab appears only when the Options Manager, Request Mgr, efficiency_tracking option is installed.

Parent / Child

Creates a parent-child relationship between the incident and another CA SDM record.

Knowledge

Searches for or submits information to the knowledge base to help resolve incidents. The Federated Search capability helps you to get the knowledge search results from multiple sources. For example, Google, SharePoint, CA Open Space, and so on.

Solutions

Stores information about the incident solution with the incident record for future reference.

Properties

Adds custom properties to incident areas.

Outage

Specifies information about service outages for an incident.

Template

Creates a template using the current ticket as a model.

Support Automation

Displays the assistance session log and lets you invite the end user to an assistance session.

Note: If multi-tenancy is installed, the list page displays Tenant and Public Data settings in the search filter. Public Data can be Excluded or Included with Tenant data; Only searches for public objects exclusively. On detail pages, select the appropriate tenant from the list. If you select <empty>, the object is public.

More information:

Incident Fields