Service Manager

Updating an Incident

•About Updating an Incident

•Updating an Incident with an Attachment

•Updating an Incident with a Note

About Updating an Incident

When an incident is in the active state (and is being worked on by a Service Desk Analyst), you cannot edit the form fields. However, you can update the incident by adding an attachment (such as a screen image, a document, and so on) or by adding additional information in a note.

Updating an Incident with an Attachment

To add an attachment, do the following:

1.Log into the Self-Service Portal.

2.Open the incident. See Viewing an Incident in the My Open Items Pane or Viewing an Incident in the My Items Workspace.

3.In the Attachment field, click Browse....

4.Navigate to the file location and select a file to attach it.

After you add an attachment:

•A Service Desk Analyst can view the attachment in the Attachment tab of the incident record.

•You can view your attachment, along with other incident details, in the My Items workspace.

Updating an Incident with a Note

To add a note to an incident, do the following:

1.Log into the Self-Service Portal.

2.Open the incident. See Viewing an Incident in the My Open Items Pane or Viewing an Incident in the My Items Workspace.

3.In the New Notes field, enter additional information.

4.Click Save.

After you add a note:

•A Service Desk Analyst can view it in the Activity History tab of the incident record.

•You can view your note, along with other incident details, in the My Items workspace.