---
title: "Incident List"
slug: "incident-list"
updated: 2026-01-02T07:33:38Z
published: 2026-01-02T07:33:38Z
canonical: "help.symphonysummitai.com/incident-list"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Incident List

You can view all the Incidents that belong to your Workgroup, along with some basic attributes of the Incident, such as Incident Id, Status, Logged Time, Workgroup, Caller, and so on. Different color flags indicate the age of the Incidents, that is, the time period between the time the Incident was logged and the current time. The various color codes indicate the Priority of the Incidents. You can select Incidents as per your requirement by specifying a search criteria and can also bulk update.

To view or update My Workgroup Incidents, perform the following:

1. Navigate to **Incident** > **Manage Incidents** > **Incident List** to view the Incidents assigned to your Workgroup.
2. On the **INCIDENT LIST** page, you can view all the Incidents that belong to your Workgroup.
  - You can view the Incidents in the Tile view or Tabular view.
  - You can search for the Incidents using the Filters .
3. Click the **Incident ID** of the Incident that you want to view or update. The corresponding **Incident Detail** page is displayed. For more information about the fields and the actions you can perform on the **Incident Detail** page, see [Viewing and Updating Incident Details](/apex/docs/incident-details).
4. View or update the Incident details and click **SUBMIT** to save your changes.

## Visual Indicators

The following section describes the various icons on the Incident List page:

**View Incident Summary**

Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-e7rfk5rg.jpg) icon to view the Incident summary.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-w9zfycqm.jpg) Figure: Tile View - Summary icon

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/tab(4).png)Figure: Tabular View

The **Incident - ID - Summary** pop-up page is displayed with the details about the selected Incident. For more information about fields on the **Incident - ID - Summary** pop-up page, see [Viewing and Updating Incident Details](/apex/docs/incident-details).

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/sum(2).png)Figure: Incident Summary

**Assign to Me**

Assign Incidents to yourself by clicking ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-oxlt120l.jpg) icon. You get a confirmation message then click **OK**.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/astom.png)Figure: Incident List Tile View

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/tab view.png)Incident View - Tabular View

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-461l58g6.jpg) Figure: Confirmation popup

**Evaluating Incidents**

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-ib39nbcf.jpg) Figure: Incident List page (Tile View)- Evaluation icon

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/eva.png)Figure: Incident List - Tabular View

Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-5qwsflog.jpg) icon to create and assign tasks to Analysts or to evaluate the Incident tasks.

> [!NOTE]
> Notes
> 
> - Select **Enable Evaluation** check box on the **TENANT** page to display **Evaluation** icon for the selected Tenant on the **INCIDENT LIST** page.
> - Only the Analyst configured as evaluator can create and assign tasks to Analyst. For more information, see [Configuring Incident Evaluator](/apex/docs/configure-evaluator).
> - The Assigned Analysts evaluate the tasks and provide the comments.

The color code of the Evaluation icon on the Incident list page indicates the different status of the evaluation process. Following are the color codes of Evaluation Icon:

| **Icon Color** | **Description** |
| --- | --- |
| ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-p60a73so.jpg) | Indicates that the Evaluation is not started. |
| ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-osqoa2qu.jpg) | Indicates that the Evaluation completed with open task. |
| ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-kxxvi90r.jpg) | Indicates that the Evaluation completed. |

**General**

Under the **GENERAL** tab, the Evaluator can view the general details about the Incident. The fields displayed under this tab are configured on the **Form** **Builder** page.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/ge.png)

Figure: Incident Evaluation - GENERAL tab

> [!NOTE]
> Note
> 
> If the Analyst does not possess Evaluator access, then the fields under the **GENERAL**, **RELATIONSHIP**, and **ACTIONS** tab are grayed.

**Relationship**

Under the **RELATIONSHIP** tab, the Evaluator can link **Change Records** and **Problem Records.** ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/rela1.png)Figure: Incident Evaluation - RELATIONSHIP tab

To Link Records

- Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/dw.png) control next to the **LINK.** Click the module name in the **Link** drop-down list. The **RELATIONSHIP** pop-up page is displayed.
- Specify the search criteria and click **SEARCH**.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/se(1).png)Figure: Relationship popup page

- Select the record to be linked and click **LINK**. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/li.png)

Figure: Relationship
- The linked record is displayed under **LINKED CHANGE RECORDS** section of the **RELATIONSHIP** tab. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/re(1).png)

Figure: Incident

**Tasks**

Under the **TASKS** tab, the Evaluator can add tasks and assign it to the Analysts.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/rela3.png)Figure: Incident Evaluation - RELATIONSHIP tab

To assign tasks to the Analysts, fill in the required information and click **SUBMIT**. For more information, see **Field Description**.

The following table describes the fields under the **ACTIONS** tab.

| **Field** | **Description** |
| --- | --- |
| Task | Specify the task related to the Incident. |
| Owner | Select the Analyst in drop-down list. |
| Due Date | Select the date by which the task the should be completed. |
| Status | Select the status of the task in the drop-down list. |
| Resolution | Specify the resolution for the task. |
|  | Click this icon to add new task. |

**Remote Session Recording Available**

Click on the remote session recording icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/rem(2).png)to view the remote session recording specific to the incident.

**Show Incidents Updated By E-mail**

The following icons are displayed only when an Analyst/External User/End User updates the Incident using the e-mail option.

- A **Last Updated by Analyst Using E-mail** icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/bl.png) is displayed for the Incidents that are updated by an Analyst using the e-mail option.
- A **Last Updated by External User Using E-mail** icon![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/gr.png) is displayed for the Incidents that are updated by an External User using the e-mail option.
- A **Last Updated by End User Using E-mail** icon![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/o.png) is displayed for the Incidents that are updated by an End User using the e-mail option.

> [!NOTE]
> Note
> 
> To display the incidents with the above mentioned icons, on the Incident Management **TENANT** configuration page, the **Display "Show Incidents Updated By E-mail" Check Box on Filters and Display Icons on Incident List Page** check box must be enabled. If selected, the **Show Incidents Updated By E-mail** filter is displayed in the **Field** drop-down.

To view the incidents **Last Updated by Analyst/External User/End User Using E-mail** function:

1. Select Show Incidents Updated By Email from the **Field** drop-down list.
2. Select = (equal to) from the **Operator** drop-down list and select the check box.
3. Click **Apply** to view the list of Incidents **Updated by Analyst/External User/End User Using E-mail** function. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-e01kznaq.jpg) Figure: Incident List Filters ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-qypy6fhl.jpg) Figure: Incident List page: Show Incidents Updated By Email

**Viewing and Updating Incidents Assigned To You**

You can view or update the Incident assigned to you.

**To view Incidents assigned to you:**

1. Select **Analyst/Assigned To** from **Field** drop-down list.
2. Select = (equal to) from **Operator** drop-down list.
3. Select your name from **Values** drop-down list.
4. Click **Apply** to view the list Incidents assigned to you.

You can also bulk update Incidents assigned to you. Alternatively, navigate to **Dashboard** > **ANALYST DASHBOARD** tab > **INCIDENT** > **ASSIGNED** **TO** **ME** tile.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-45c3as0d.jpg)Figure: FILTERS pop-up page: Assigned To field

**Child Incident**

The icon![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-lugh7751.jpg) on the Incident indicates that it is a Child Incident. Click on the Child Incident icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-6sq3bl4q.jpg) to see the Parent Incident details page.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-ip4ubnxc.jpg) Figure: Incident Tile: Child icon

**Parent Incident**

The icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-efo5daze.jpg) on the Incident indicates that it is a Parent Incident.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-m18oylhb.jpg) Figure: Incident Tile: Parent Incident icon

To view Child Incident List pop-up click on the Parent Incident icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-efo5daze.jpg) to see the **Child Incident List** pop-up.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-55tnd5xy.jpg) Figure: CHILD INCIDENT LIST pop-up

**SLA Color Code**

The colored line on the Incident tile indicates the percentage of SLA elapsed. The following are the color codes for SLA.

| **Line Color** | **SLA Elapsed** |
| --- | --- |
| Green | Low |
| Cyan | Medium |
| Red | Critical |

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-l1h7kk43.jpg) Figure: Incident Tile: SLA color code

**Incident Age**

The colored flag on the Incident tile indicates the Age of the Incident, that is, for how many days an Incident is open. Following are the color codes for Age:

| **Flag** | **Description** |
| --- | --- |
| ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image18(1).png) | Indicates that the Incident is open for 0-2 days. |
| ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image19.png) | Indicates that the Incident is open for 2-5 days. |
| ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image20.png) | Indicates that the Incident is open for 5-10 days. |
| ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image21.png) | Indicates that the Incident is open for more than 10 days. |

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-w2ktzxvi.jpg) Figure: Incident Tile: Age Flag

**Caller Awaiting Response**

The icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image23.png) indicates that the End User has last updated the Incident. You should check these Incidents on Priority, as the End User might have provided some information about the Incident or may be looking for an update on the Incident.

**Reopened Incidents**

The icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-e0mjp987.jpg) on the Incident Tile indicates that the Incident is reopened. Incident (Incidents in **Closed** status) may be reopened by the End User if the user is not satisfied with the resolution provided by the Analyst.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-m23d7etv.jpg) Figure: Incident Tile: Reopened Incident icon

**Priority Color Code**

The colored line next to Incident Priority on the Incident Tile indicates the Priority of the Incident. Following are the color codes for Priority:

| **Line Color** | **Priority** |
| --- | --- |
| Green | Low |
| Cyan | Medium |
| Red | Critical |

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-lpynaffd.jpg) Figure: Priority Color Code

**Creating Work Order, Change Record, Problem Record**

Click on the icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image31.png) next to the Incident ID, a pop-up list with the options to create Work Orders, Problem Records, and Change Records is displayed. The Work Order, Change Record, and Problem Record created from the Incident are linked to the Incident and displayed under the **RELATIONSHIP** tab of the Incident (see: [Logging Incidents for Users](/apex/docs/new-incident-1)).

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-1u3ue9v3.jpg) Figure: Incident Tile

**Configuring, Adding, and Viewing VIP Users**

The star on the Incident Tile indicates that the user is a VIP user. The color of the star can be configured by the Administrator. The Priority for the Incidents logged by VIP users is High. So the Incidents should be resolved with high importance and immediately.

**Adding VIP Users Type**

You can add VIP User Type on the **COMMON MASTERS** page **(Admin > Basics Infrastructure > Common Masters > Common Master Configuration)**.

1. Click **ADD NEW** on the **ACTIONS** panel. Select **Master Type** as User Level, type in VIP on the **Value** field, and specify the **Sort Order**.
2. Click **SUBMIT**. **VIP** User Type is created.

**Configuring a User as VIP User**

1. On the **USER LIST** (**NEW USER** and **USERID**) page, fill in all the User information and select the **User Type** as VIP on for a Division on the **USER TYPE ALLOCATION** section.
2. Click **SUBMIT**. The User is configured as the **VIP** User.

## Various Sections of the Page

This section explains the various highlighted sections of the **INCIDENT LIST** page. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/inc list(2).png) Figure: INCIDENT LIST page (Tile View)

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/list view(1).png) Figure: INCIDENT LIST page (Tabular view)

> [!NOTE]
> Note
> 
> Hover the mouse over Incident **Symptom** or **Description** to view the **Symptom** or **Description** in a pop-up as shown below or hover the mouse over ( ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image2020-8-28_17-40-31.png) ) in **Symptom** or **Description** to view the **Symptom** or **Description** in a pop-up as shown below.
> 
> The Description pop-up displays only the first 500 characters of Incident **Description.** To view complete information, click **Incident ID.**
> 
> ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/symptom(1).png)
> 
> Figure: Incident List page - Symptom pop-up
> 
> 
> 
> ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/desc(1).png)
> 
> Figure: Incident List page - Description pop-up

**Section 2 - Views, Filters, and Configure Columns**

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-5lth9o0w.jpg)Figure: Filters

**Filter** and **Configure Columns** section:

Click on the Filter icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-vejfkui9.jpg) to filter the list.

- Filter
  - Field
  - Operator
  - Values
- Configure Columns

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-qwhgbgt6.jpg)Figure: Incident List Filter

| **Operator** | **Value** |
| --- | --- |
| = | The operator can be used to select Incidents that have been scheduled for specific days. For example: Yesterday, Today, Tomorrow, Next Week, etc. |
| < | The operator is used to select incidents scheduled for a specified date and time. |
| > | The operator is used to select incidents scheduled for a specified date and time. |
| <= | The operator is used to select incidents scheduled for a specified date and time. |
| >= | The operator is used to select incidents scheduled for a specified date and time. |
| Between | The operator is used to select incidents scheduled between two specified date and time. |

> [!NOTE]
> Note
> 
> Scheduled incidents can be searched using multiple operators added in the operator control.

## View

### What is a View?

A View consists of a set of pre-defined filter conditions. By selecting a View, the analyst can view the records that meet the filter conditions or criteria defined in that View. An Analyst can create or delete Views from both the **Tabular** view or the **Tile** view.

> [!NOTE]
> Note
> 
> A view created by an analyst is not available to another analyst.

### **Create a New View:**

To create a new View, the user needs to define **Filter** conditions.

#### **Adding Filter Conditions:**

A filter condition consists of the following parts:

- **Field**: Each field is a column in the table.
- **Operator**: Each field type has its own set of valid operators. Based on the field type the operators are displayed.
- **Value**: Each field has its own set of valid values determined by the Field type and Operator.

#### **What is a Filter Operator?**

In literal terms, an operator specifies how parameters relate to one another. The following table describes the list of operators with a short description.

> [!NOTE]
> Note
> 
> Based on selected field, the operates are populated in the **Operator** field.

| **Operator Name** | **Operator** | **Function** |
| --- | --- | --- |
| Equals | = | Find an exact match with the entered value. |
| Not Equals | != | Find a match that should not be equal (exactly) to the entered value. |
| Is one of | IN | Find matches with any one of the options that you select. |
| Is not one of | NOT IN | Find matches that do not match with any of the selected options. |
| Less than | < | Find a match where the numerical value is less than the entered value. |
| Greater than | > | Find a match where the numerical value is greater than the entered value. |
| Less than or equal to | <= | Find a match where the numerical value is equal or less than the entered value. |
| Greater than or equal to | >= | Find a match where the numerical value is equal or greater than the entered value. |
| Between | Between | Find a match where the numerical value is between the first and second value inclusive. |

**Scenario:**

1. Create a view to get a list of Low **Priority** Open Incidents for Information Technology **Tenant**. In this case, add conditions as shown below. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/filter list(3).png) Figure: Incident List
2. Click **Apply** to view records that meet the above filter conditions.
3. Click **Save As New**. The **SAVE** **VIEW** pop-up is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/new vw.png)

Figure: Save View
4. Type in the details for the other required fields under the **Views**, **Filters**, and **Configure Columns** section. For more information about the fields under these sections on the **SAVE VIEW** pop-up page.
5. Click **Submit**. A new View is created.

**Field Description**

The following table describes the fields on the **SAVE** **VIEW** pop-up page:

| **Field** | **Description** |
| --- | --- |
| **Views** |
| View Name | Type in the name for the View. |
| Set As Default | Select the **Set As Default** check box to view the CRs that meet the filter conditions or criteria defined in that View. It reduces the user effort and time for repeated search actions with the same filter criteria. |
| **Filters** |
| Field | Each field is a column in the table. Select the required field from the drop-down list. |
| Operator | Based on selected field, the operates are populated in the **Operator** field. Select the required operator from the drop-down list. |
| Values | Each field has its own set of valid values determined by the field type and operator. Specify the values. |
| **Configure Columns** | Configure Columns option allows the Analyst to customize columns to appear and the order in which they appear in the **Tabular** or **Tile** view according to individual preferences. |
| Display Type | (**Tabular** **View**) icon: Click this icon to configure columns for Tabular view. (**Tile** **View**) icon: Click this icon to configure columns for Tile view. |
| Available Columns | Lists the available columns. |
| Selected Columns | Lists the selected columns. **Note**: 1. Drag and drop the columns to be displayed on the page from the **Available Columns** to the **Selected Columns**. 2. Drag up or down to set the sequence in which the columns should be displayed on the page. |

#### **Apply a View**

Search and select the View from the drop-down list.

#### **Set as Default:**

**To Set Specific View as Default:**

1. Search and select a View from the drop-down list.
2. Click **Set As Default** link to make it default view. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-r97perq6.jpg)Figure: Set As Default

> [!NOTE]
> Note
> 
> The selected view is set as default. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-x79xuxtp.jpg) Figure: Incident List

#### **Edit View**

**To Edit Specific View:**

1. Search and select a View from the drop-down list. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-pdnnxflv.jpg) Figure: View
2. Click on the Edit icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/ed(1).png)

The **EDIT VIEW** pop-up page is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/edit view(2).png)

Figure: Edit View
3. Type in the details for the required fields under the **Views**, **Filters**, and **Configure Columns** section.
4. Click **Submit**.

> [!NOTE]
> Note
> 
> The filter conditions of the selected view are reflected in the form of breadcrumbs/pill (refer screenshot below). Upon clicking a specific pill, the Analyst can view the values selected for that filter condition.
> 
> ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-rvrvexqq.jpg)Figure: Incident List

- Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-7hn0h7q5.jpg) (delete) icon to remove a specific filter condition. The list page reloads and shows records based on remaining filter conditions.
- Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-1wg49k8w.jpg)(delete) icon to remove a specific filter value. The list page reloads and shows records based on remaining filter values.
- Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-usnvd8ks.jpg) (Reset) to reset the conditions to the initially configured condition for the selected view.
- Click **Clear** to reload the list page with the view, which was set as the default view.

#### **Delete View**

**To Delete Specific View:**

1. Search and select a View from the drop-down list. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-5384fz04.jpg)

Figure: View
2. Click the ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-g5c8jq86.jpg) (Delete) icon. The **DELETE VIEW** pop-up page is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-8bhtab8s.jpg)

Figure: Delete View
3. Click **Delete** to delete the view.

### Filter

Under the filter section, specify filter conditions or criteria to view a particular set of Incidents.

**Adding Filter Conditions:**

A filter condition consists of the following parts:

- **Field**: Each field is a column in the table.
- **Operator**: Each field type has its own set of valid operators. Based on the field type the operators are displayed or loaded in the Operator field.
- **Value**: Each field has its own set of valid values determined by the field type and operator.

> [!NOTE]
> Note
> 
> In the **Field** drop-down, the analyst can view the following groups.
> 
> - User Attributes
> - Standard Attributes
> - Date
> - Custom Fields
> 
> Under the **Custom Fields** section, the Analyst can view the Custom Attributes or Fields added for the Incident Management module. For Custom Fields, the Operators displayed based on Custom Field selection.

| **Operator Name** | **Operator** | **Function** |
| --- | --- | --- |
| Equals | = | Find an exact match with the entered value. |
| Not Equals | != | Find a match that should not equal (exactly), the value entered. |
| Is one of | IN | Find matches with any one of the options that you select. Can select one or more options. |
| Is not one of | NOT IN | Find matches do not match with any of the selected options. |

**Filter on Date** This type of filter works on **Date** fields such as Log Time, Update Time, Resolved Time, Closed Date, Updated Since (In Days), and Pending For (In Days).

| **Operator Name** | **Operator** | **Function** |
| --- | --- | --- |
| Equals | = | Find an exact match with the entered value. |
| Less than | < | Find a match where the numerical value is less than the value entered. |
| Greater than | > | Find a match where the numerical value is greater than the value entered. |
| Less than or equal to | <= | Find a match where the numerical value is equal or less than the value entered. |
| Greater than or equal to | >= | Find a match where the numerical value is equal or greater than the value entered. |
| Between | Between | Find a match that is between date 1 and date 2 inclusive. |

The following table describes the Field Types and Operators.

| **Field Type** | **Operator Name** | **Operator** |
| --- | --- | --- |
| **User Attribute** - Username/Caller - Logged By - User Type - Customer - Location - Caller Location **Standard Attribute** - Workgroup/Assigned Workgroup - Analyst/Assigned To - Status - Category - Classification - Impact - Urgency - Priority - SLA Service Window - Pending Reason - Closure Code - Resolution Code - Closure Category - Source - Medium | Equals | = |
| Not Equals | != |
| Is one of | IN |
| Is not one of | NOT IN |

| **Field Type** | **Operator Name** | **Operator** |
| --- | --- | --- |
| **User Attribute** - User Contact Number **Standard Attribute** - Major Incident - Scheduled Incidents - Has Attachment - Response SLA Violation - Resolution SLA Violation - Parent Incident - Child Incidents - Response SLA - Resolution SLA | Equals | = |
| **Standard Attribute** - Description - Solution - Symptom | Contains | Contains |

| **Field Type** | **Operator Name** | **Operator** |
| --- | --- | --- |
| **Standard Attribute** - Incident ID - Aging (In Hours) **Date** - Log Time - Updated Time - Resolved Time - Closed Date - Updated Since (In Days) - Pending For (In Days) | Equals | = |
| Less than | < |
| Greater than | > |
| Less than or equal to | <= |
| Greater than or equal to | >= |
| Between | Between |
| Is one of | IN (Incident ID) |

**Section 3 - Data Columns**

Following are the various options available in this section (both Tabular and Tile View):

- **Refresh Interval**: Specify the time (in minutes) after which you want the records on this page to be refreshed.
- **Tabular View** icon : Click this icon to view the Incidents in a Tabular view.
- **Tile View** icon : Click this icon to view the Incidents in a Tile view.
- **Records Per Page:** Display the count of Incidents displayed on this page. Click to change the number of Incidents to be displayed on this page.
- **Total:** The count of total Incidents assigned to your Workgroup.
- **Showing:** Displays the count of Incidents displayed on this page.
- **Page**: Displays the page number
- **Rows:** The number of rows in which the Incidents are displayed on this page. Click the list to specify the number of rows to be displayed on this page.

**Section 4 - Actions panel**

This section lists the actions available on the **Incident List** page, shown on the right side:

- Bulk Update
- Export to Excel
- Export All

The screenshot below displays the options with their icons.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-oba5i0iv.jpg)

**Bulk Update**

Click **BULK UPDATE** to update multiple Incidents at a time. You may need to bulk update Incidents for related Incidents or similar Incidents. Select the Incidents by clicking the check boxes (Tabular view) or clicking the Incident tiles (Tile view) for the Incidents that you want to update. On clicking the **BULK** **UPDATE** icon, the **BULK** **UPDATE** pop up page is displayed. You can specify the updated values for few fields of these selected Incidents.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Bulk Update.png)Figure: BULK UPDATE pop-up page

The following table describes the **Field Description**

| **Field** | **Description** |
| --- | --- |
| **BASIC** |
| Status | Select the new Status for the selected Incidents. |
| Workgroup | Select the new Workgroup for the selected Incidents. |
| Classification | Select the new Classification for the selected Incidents. |
| Assigned To | Select the Analyst assigned to the selected Incidents. You can select Primary and Secondary Analyst if configured. |
| Category | Select the new Category for the selected Incidents. When the multiple records belonging to the different customers are selected, the category common to the selected customers is displayed in the **Category** pop-up page. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-oo3buxiu.png)Example Consider the customer **ACME France** is mapped to the following categories: - New Job - Information Request - Failed Jobs The customer **ACME Italy** is mapped is mapped to the following categories: - Integration - Information Reques - Failed Jobs Now, when you perform the bulk update for the records for both the customers (**ACME France** and **ACME Italy**), only the common category **Information Request** and **Failed Jobs** will be enabled for selection and other categories (General and Backup) that are not common will be disabled on the **Category** pop-up page as shown in the following screenshot: ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-igd1twh1.jpg) |
| SLA | Select the new SLA for the selected Incidents. |
| Urgency | Select the new Urgency value for the selected Incidents. |
| Impact | Select the new Impact value for the selected Incidents. |
| Priority | Select the new Priority for the selected Incidents. |
| Private Log | Specify the comments in this field. |
| **GENERAL - CUSTOM ATTRIBUTES** |
| The Custom Fields configured under the **General** section of Incident Management **FORM BUILDER** page is displayed here. |
| **ADDITIONAL INFORMATION - CUSTOM ATTRIBUTES** |
| The Custom Fields configured under the **Additional Information** section of Incident Management **FORM BUILDER** page is displayed here. |
| Do Not Update If Above Values are Already Saved | Select this check box if you do not want to make changes to the Incidents if these changes are already made. |

File attachment and multi-valued groups will not be applicable for Bulk Update.

**Export to Excel**

Click **Export to Excel** to export the Incident List to a Microsoft Excel sheet. Allow users to export the current of incidents -filtered or selected - from the **Incident List page** into an Excel (.xlsx or .csv) file. It is useful for reporting, analysis, or sharing.

**Use Case Scenario:**

The Service Desk Manager logs into the application, filters the Incident List by **Priority = P1** and **Status ≠ Closed/Resolved**, then clicks **Export to Excel** to download the visible unresolved P1 tickets. The Excel file includes key details like ID, summary, assignee, SLA status, and prioritization.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-b0zlz0uh.jpg) Figure: Export to Excel

**Export All**

Click **Export All** to export all the Incidents to a Microsoft Excel sheet. The system exports beyond the UI's visible pages, ignoring pagination.

**Use Case Scenario**

The manager logs into the application, filters the Incident List by **Status = Resolved** and **Resolved Date = Last Month**. With **2,300 matching records** spread across multiple pages, they click **Export All** to download the complete set of records in one go.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/incidentlist.doc-image-kkueea0k.jpg)Figure: Export All