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Case ManagerCase Manager Documentation

Version: i56

Edit an Incident

Change an incident's details, and reassign the incident to a different person, priority, or status.

You can also quickly reassign the incident a different queue, assignee, priority, or status from the INCIDENTS page.

  1. In an incident, edit A grey circle with a white pencil in the center..

  2. Change the incident details:

    • Incident name – Enter an incident name.

    • Incident type – Select an incident type.

    • Event start time – Indicate when the incident started.

    • Event end time – Indicate when the incident ended, if known.

    • Queue – Assign the incident to a queue. If not, the incident is assigned to the default Unassigned queue.

    • Assignee – Assign the incident to someone on your team. If not, it is assigned to "unassigned" by default.

    • Priority – Low, medium, high, or critical.

    • Status – Select the status of the incident: New, In Progress, Pending, Resolved, or Closed. Feel free to use these statuses according to your organization's workflow and needs.

    • Restrict to – Restrict who can access this incident. These people or groups can't see or search for this incident. Open tasks assigned to people restricted from the incident are reassigned to Unassigned. Keep in mind that anyone with View Restricted Incidents permissions can still view the incident.

    • Description – Provide context about the incident.

  3. Select SAVE.