Manage My Incident

You can view the list of configured My Incidents for Incident Management using the following options:

• Filters
• Search
• Edit

To view the list of configured incident values, perform the following steps:

1. Navigate to Service Management > Incident Mangement > My Incidents.

2. The My Incidents list page is displayed.

3. Click to view the details of the configured Incidents. A sample screenshot is shown below.

Figure: List Page 

The Incident details page is displayed. Click Cancel to close the details page and return to the My Incident list page.

Figure: Incident details page

Click  icon to view the Incident in a new tab or in a new window.

Figure: Open Incident

The Incident details page is displayed. Click Cancel to exit the process and go back to the list page without making any changes. 

Grid 

The grid provides a detailed view of the list page of the Closure Code. For more information refer to the field description table below. 

Filter 

The Filter option present in the Incident List page allows the restriction of content based on specific criteria.

Figure: Filter

• Click the Filter icon to view the following filter options. Select the Match All or Match Any option from the list to filter the data based on the condition selected. The Match All option is selected, by default.
  
• Select the option to compare the data based on the conditions. Available options are as follows:
• • Starts With
  • Contains
  • Not contains
  • Ends with
  • Equals
  • Not equals
  • Less than
  • Less than or equal to
  • Greater than
  • Greater than or equal to
  • Date is 
  • Date is not
  • Date is before
  • Date is after
  • Active
  • Not Active
    Note

    The following filter options are available for numeric column values:

    • Less than
    • Less than or equal to
    • Greater than
    • Greater than or equal to

    The following filter options are available for date column values:

    • Date is 
    • Date is not
    • Date is before
    • Date is after

    The following filter options are available for toggle switch Active:

    • Active
    • Not Active 
• You can click Clear to clear the configured filter and click Apply to set the filter condition.

You can change which columns will appear on the list page in which order by clicking icon.

Figure: Show columns

You can drag the column up and down as per the requirement to reorder the display of columns.

Add or remove the columns to be displayed on the list page by clicking on the checkbox next to the columns. (Refer the below sample screenshot) 

Figure: Add columns - list page

Click Save to save the new view of columns for the list page. Click Cancel to revert all the changes made and close the pop-up. Click Clear All to remove all the applied column view settings.

You can add a new filter to the list page with Advance Filters as well as per your requirement.

To add a new view to the list page, perform the following steps:

1. On clicking Add New View, a pop-up screen appears where you can add new filter sets with conditions to the list page. (Refer the following screenshot)Figure: My Incident - Add New View
   
   
2. Click Add Filter Set to add a new filter to the My Incident list page. The following screen appears:
   Figure: Add Filter Set
3. In the Field section select a column from the dropdown menu to which you want to add new filters. (Refer the following screenshot)
   Figure: Advance filter - Field
4. Once you select the Field, the Operator column will populate the corresponding operator values in the dropdown menu. Select the Operator. You can only select one option.
   Figure: Advance filter - Operator
5. Once you select the Operator, the Value column will populate the values in a drop down menu. This is a multi value field and you can select multiple options. (Refer the following screenshot)
   Figure: Advance filter - Value
6. Click Apply to implement the newly set advance filters on the list page.

And / Or Filter

The And / Or Filter can be used to set filters with two or more conditions.

And - The "and" filter combines two or more conditions; the result is true only if each condition is true. 

Or - An  "or" filter operation combines two or more conditions, and it returns true if at least one of the conditions is met. 

To set the And/Or Filter, perform the following steps. 

1. Check the boxes for the filter conditions as depicted below. 

Figure: Advance Filter

2. Click the Group option as per the image below.

Figure: Group Option

3. The And/Or option is displayed as given below.

Figure: And/Or Filter

4. Choose the required option and click Apply.

Search 

The Search option in My Incidents helps to easily search configured roles from the list page. 

Figure: Search 

Edit

The Edit option in the My Incidents is used to amend the configured incidents.

To Edit the incidents, perform the following steps. 

1. Navigate to Service Management > Incident >My Incidents.
   Figure: Incident List page
2. Click the Incident ID to open the Edit menu. The following window is displayed.
   Figure: Edit My Incidents
3. Edit the required details of the form and click Save and then click Submit after the Summary tab to save the modified changes.

   For more information, refer to the table below. 

Field	Description
Symptom	A brief information on the Incident is provided.
Description	Detailed information on the Incident with more explanation and clarity.
Workgroup	Lists all the Workgroups corresponding to the selected Tenant.
Analyst	Select the Analyst to whom the Incident must be assigned.
Service Window	Select the Service window based on which SLAs are calculated. Example: 24/7
Internal Flag	This feature is designed to mark incidents that are internal to the organization.
General
Requestor	The name of the requestor who has raised the incident.
Tenant	The Tenant for whom the Incident is configured is displayed.
How would you categorize the issue	The category selected while raising the incident is displayed. For example, Issue/Software.
Classification	The classification of the incident is displayed.
Solution	The solution tab displays the following information. For more information on the fields, refer below.
Solution	A brief overview of the solution provided for the Incident is provided.
Resolution Code	The resolution code applied to the incident is displayed.
Closure Code	The closure code applied for resolution of the incident is displayed.
Closure Category	The closure category selected to resolve the incident is displayed.
	Click the icon to update the Incident and the following window is displayed Enter the required details in the Message field and upload the requirements in Attachments.
	Click the icon to cancel the Incident and the following window is displayed. Enter the required Cancellation Reasons. Provide the requisite Remarks and Save the form.
	The status of the Incident and its progress is displayed as shown.
	Click the additional controls that are provided to view the Change History .

Export

• Export the current page of the list page or all the pages from the list page by clicking icon.
  
• Once you clickicon, the following options are displayed. Click Export Current Page to export the data displayed in the current page. Click Export All to export data of all the configured closure code for incidents.
  Figure: Export current or all page