View and Update List of Assigned Incidents

You can view and update a list of Incidents that are assigned to you. You can also view and update the Incident details based on the Incident status. For information about logging Incidents, see Logging Incidents for Users.

To view and update Assigned Incidents, perform the following steps:

On the Home screen, tap the Assigned Incidents icon.

Figure: Assigned Incidents icon page
Tap the Filter icon to view Incidents based on the Workgroup, Status, and Incident ID.

Figure: Assigned Incidents List page
Tap the Incident that you want to view or update. The Incident details are displayed.
You can provide required information about the Incident in respective tabs and then tap
Submit. For more information on tabs, see Field Description.

Figure: Incident Details page

Field Description

Field	Description
Incident ID	Displays the Incident ID.
Log Time	Displays the date and time when the Incident is created.
Workgroup	Select the Workgroup from the list. You can select multiple Workgroups to display the Incidents for the selected Workgroups.
Status	Displays the status of the Incident, such as Pending, In-Progress, and so on. Select the required Status.
Caller	Select the Caller name from the list.
Medium	Select the medium for the Incident.
Classification	Select the Classification of the Incident.
Category	Select the Category of the Incident.
Urgency	Select the new Urgency value for the Incident.
Impact	Select the new Impact value for the selected Incident.
Priority	Displays the new Priority of the Incident such as P1, P2, P3, P4 and P5.
Symptom	Specify the symptom of the Incident. Note: The maximum and minimum number of characters that can be entered in the Symptom field of Incidents can be configured in the web application. If the Allow Analyst to Edit Symptom check box is selected in the web application, the Analysts can edit the Symptom for Incidents in the Mobile Application.
Description	Type in the description of the Incident. Note: The maximum and minimum number of characters that can be entered in the Description field of Incidents can be configured in the SymphonyAI Summit web application. If the Allow Analyst to Edit Description check box is selected in the web application, the Analysts can edit the Description for Incidents in the Mobile Application.
Attachment	Upload the attachment related to the Incident, for example, error messages, screen shots, logs, and so on. Note: In Android phones, the uploading size limit for image files is 8 MB. The uploading limit of file size may vary based on the device, network, RAM size, performance, and other criteria.
Assigned Executive	Displays the Analyst to whom the Incident is assigned.
Pending Reason	If the Status is Pending, specify the Pending Reason.
Service Window	Select the Service Windows for the Incident.
Schedule Date	Select the scheduled date and time for the Incident (scheduling Incident).
Response Deadline	Specify the Response Deadline time.
Response Time	Specify the Response Time.
SLA Violated?	Select SLA violation. The available options are Yes and No. Select Yes if SLA is violated.
Response SLA Violation Reason	Type in the SLA violation reason
Resolution Deadline	Specify the Resolution Deadline time.
Resolution	Specify the Resolution Time.
Solution	Specify the solution for the Incident.
Notification	Select the notification method.
User Communication	Type in the Incident information that you want to share with the End User through an e‐mail.
Private Log	Type in the Incident information that you want to share with other members of your team or the members of other related Workgroups. Whenever you type in information in this section, an e‐mail is sent to all the team members of the Workgroup. These e‐mails are not sent to End Users or Callers. When you reply to an escalation e‐mail, the reply is updated here. An e‐mail is sent to all the team members of the Workgroup and the Workgroup Owner.

Note
The Custom Attributes displayed under this tab are based upon the configuration done on the
FORM BUILDER page of the web application.

Additional Info

The Custom Attributes displayed under this tab are based upon the configuration done on the FORM BUILDER page of the web application.

Relationship

You can link related Configuration Items (CIs) to the Incident using the Link list under the Relationship tab.

To link any CI to an Incident, perform the following steps:

Tap Relationship tab on the Incident Details page.

Figure: Incident Details page: Relationship Tab
Tap the Link.
The Relationship pop‐up page is displayed.

Figure: Relationship
Select Relation as Configuration Item, provide all other details and then tap Search.

Figure: Relationship tab
Select the CI to be linked and tap Link.
The linked CIs are displayed under the Relationship tab. To de‐link the CI, select the required check box under De‐Link column and tap De‐Link.
Figure: De‐linking