Incident Management: Incident

This topic applies to systems using a Service Desk or Universal license only.

The Incident process is a simple process for handling support issues. You can either close Incidents directly, or resolve and then close them separately as a two-step procedure. If needed, you can return resolved or closed Incidents to the Open status.

The Assign To Me action enables an analyst to assign the Incident to themselves and their current group with a single mouse-click.

You cannot resolve or close an Incident if there are any Tasks that have not been completed.

Optional actions for each status:

Status	Optional actions
Open	Add Assignment Add Attachment Add Change Add Child Incident Add Linked Knowledge Add Note Add Parent Incident Add Problem Add Reminder Add Task Create Change Create Child Incident Create Problem Detach Change Detach Child Incident Detach Linked Knowledge Detach Problem Start Clock Stop Clock
Resolved	Add Attachment
Closed	None

The actions that create linked processes (for example, Create Change) will be available at runtime only if the linked process that is specified has been activated.