---
title: "My Incidents"
slug: "mobile-incident-prelude"
updated: 2024-10-22T13:15:47Z
published: 2024-10-22T13:15:47Z
canonical: "help.symphonysummitai.com/mobile-incident-prelude"
---

> ## 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.

# My Incidents

You can view the incidents that have been logged either by you or on your behalf. Additionally, you can access options to view, cancel, escalate, edit, and update the additional information section of incidents logged by another user, as long as they are mapped to the selected customer(s) and location(s) under the Access tab.

In My Incidents, you can perform the following functions:

1. [Log Incident](/summit-platform/docs/mobile-incident-prelude#log-incident)
2. [My Incidents](/summit-platform/docs/mobile-incident-prelude#my-incidents)

### **Log Incident**

An essential phase in the Service Management lifecycle in logging an incident. It entails documenting specifics regarding a problem or issue that has been reported by a user or found by monitoring systems.

An incident is an unplanned interruption in service that results in a reduction in the quality of service delivered. An Incident can be logged in the following manner.

- By an Analyst on the behalf of an End User.
- If the mail to Incident option is enabled by Administrator when an email is sent by the End User with the issue to the support team, it is automatically logged.
- Incidents can be raised through email.
- Incident can be raised through Voice Mail.
- Incidents can be logged through the Web application and Mobile App.
- Digital Agent can help log Incidents.
- Incident can be logged by sending an SMS message.

To create a new Incident, perform the following steps.

1. Log in to the Apex Mobile as an End User. The Application List is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Screen_GalaxyA10s_1728901251_799-17289020424-F.jpg?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D)Figure: Application List
2. Click **Service Management** from the list.
3. Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/breadsccum1.jpg?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D) (Breadcrumb) and navigate to **Incident** > **Incident** > **My Incidents**. The Incident List page is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Screen_GalaxyA10s_1726805358_799-17268058578-F(1).jpg?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D)Figure: Incident List
4. Click **New** to create a new Incident. The New Incident page is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Screen_GalaxyA10s_1728976438_799-17289775096-F.jpg?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D)Figure: New Incident
5. Enter the required details as described in the following table and click **Save**.

| Field | Description |
| --- | --- |
| Requestor | Select the Requestor submitting the Incident. By default, the logged-in user's name is displayed. |
| Tenant | Select the Tenant or Department from the list. |
| Service | Select a service from the list for which you want to log an Incident. |
| How would you categorize your issue? | Specify from the records how the Incident has to be categorized. |
| Symptom | Specify a brief description of the Symptom. |
| Description | Give a detailed description of the Incident. > [!NOTE] > Example > > Users are unable to connect to the network or are experiencing intermittent connectivity issues. Additionally, they report not receiving emails or encountering errors when attempting to send messages. |
| Impacted Asset | Select the affected asset assigned to the user from the list. |
| Attachment | Provide an attachment for the incident. Suggested Solution(s) Relevant Knowledge Articles are displayed to help resolve the issue by oneself while logging a new Incident. This is based on the selected tenant and symptom, |

> [!NOTE]
> Notes
> 
> - An asterisk (*) represents mandatory field
> - Fields are dynamic and display based on configuration.

### My Incidents

You can view the list of Incidents logged in the My Incidents page.

To view the My Incidents page, perform the following steps:

1. On the Apex Mobile, click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/breadsccum1.jpg?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D) (Breadcrumb) and navigate to **Incident** > **Incident** > **My Incidents**. The My Incidents list page is displayed.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Screen_GalaxyA10s_1726805358_799-17268058578-F.jpg?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D)

Figure: Incident List
2. On the Incidents List page, tap the **Incident** tile to view the Incident Detailed page. You can manage the Incident details and can perform following tasks associated with the Incident.

#### **Update Incident**

Update Incident usually means giving further details, status updates, or progress reports about an Incident that has been reported. It entails updating all parties involved on the situation, any steps taken, and the status of the resolution efforts.

To update an Incident, perform the following steps.

1. Navigate to **Incident** > **Incident** > **My Incidents**. The Incident list page is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Screen_GalaxyA10s_1729142793_799-17291435328-F.jpg?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D)Figure: Incident List
2. Click **Incident** widget to view the Incident details page. The Incident details page is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Screen_GalaxyA10s_1729142793_799-17291430370-F.jpg?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D)

Figure: Incident Detail page
3. Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/update(1).png?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D) to update the details and click **Save**. The Update Incident page is displayed.

| ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Screen_GalaxyA10s_1729142793_799-17291430476-F.jpg?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D) Figure: Update Incident | ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Screen_GalaxyA10s_1729142793_799-17291430553-F.jpg?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D) Figure: Update Incident |
| --- | --- |

#### Cancel Incident

Cancelling an incident usually means officially ending or stopping a reported issue, problem, or event. Depending on the incident's nature and the protocols set forth by the system or organization, the details may change.

To cancel an incident, perform the following steps.

1. Navigate to **Incident** > **Incident** > **My Incidents**.
2. Click **Incident** widget to view the Incident details page.
3. Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1709517946981.png?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D) to cancel an Incident. The Cancel Incident page is displayed.

| ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Screen_GalaxyA10s_1729142793_799-17291433252-F.jpg?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D) Figure: Cancel Incident | ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Screen_GalaxyA10s_1729142793_799-17291433331-F.jpg?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D) Figure: Cancel Incident |
| --- | --- |
4. Select **Cancellation Reason** and specify the **Remarks**.
5. Click **Save** to save the details.

#### Close Incident

Close incident describes how an incident that has been reported has been resolved or finished. It indicates that the reported issue has been addressed, resolved, or otherwise concluded in the context of service management or support.

To close an Incident, perform the following steps.

1. Navigate to **Incident** > **Incident** > **My Incidents**.
2. Click **Incident** widget of a resolved Incident to view the Incident details page.
3. Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/3dots.png?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D) (Three Dots) and click **Close Incident** from the list. The Close Incident page is displayed.

| ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Screen_GalaxyA10s_1726740125_799-17267410795-F.jpg?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D) Figure: Close Incident | ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Screen_GalaxyA10s_1728976438_799-17289794604-F.jpg?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D) Figure: Close Incident |
| --- | --- |
4. Select the required **Closure Reason**, provide the necessary **Remarks.**
5. Click **Save** to save the details.

#### Reopen Incident

To Reopen an incident, perform the following steps.

1. Navigate to **Incident** > **Incident** > **My Incidents**.
2. Click **Incident** widget of a resolved Incident to view the Incident details page.
3. Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/3dots.png?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D) and select **Reopen Incident** from the list. The Reopen Incident page is displayed.

| ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Screen_GalaxyA10s_1726740125_799-17267412429-F.jpg?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D) Figure: Reopen Incident | ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Screen_GalaxyA10s_1728976438_799-17289799014-F.jpg?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D) Figure: Reopen Incident |
| --- | --- |
4. Select the required **Reopen Reason** and provide the necessary **Remarks**.
5. Click **Save** to save the details.

#### Change History

Change History provides a record of the changes in the Incident lifecycle over a period of time.

To view Change History of an Incident, perform the following steps.

1. Navigate to **Incident** > **Incident** > **My Incidents**.
2. Click **Incident** widget to view the Incident details page.
3. Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/3dots.png?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D) (Three Dots) and select **Change History**. The Change History page is displayed.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Screen_GalaxyA10s_1726738175_799-17267391211-F(2).jpg?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D)Figure: Change History

In the Change History, you can view the timestamps that indicate when specific changes or updates were made to the Incident. These timestamps represent key moments in time when changes were documented, such as the completion of a Incident or any updates.

You can export the Change History by clicking the ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/export(3).jpg?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D) icon. Additionally, you can view the Change History in either list or tile view by using the ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/tile.jpg?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D) icon.

#### Provide Feedback

Giving **Feedback** on issues is a crucial part of Incident Management since it enhances both customer satisfaction and the whole incident resolution process. It aids businesses in pinpointing areas for development, raising client contentment, and preserving efficient and effective issue-response procedures.

> [!NOTE]
> Note
> 
> Feedback can only be provided for incidents that are in a **Resolved** and **Closed** statuses.

To provide feedback, perform the following steps.

1. Navigate to **Incident** > **Incident** > **My Incidents**.
2. Click **Incident** widget of a resolved Incident to view the Incident details page.
3. Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1701079601013.png?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D) to view provide the feedback. The Provide Feedback page is displayed.

| ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Screen_GalaxyA10s_1726740125_799-17267405905-F.jpg?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D) Figure: Provide Feedback | ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Screen_GalaxyA10s_1728976438_799-17289788946-F.jpg?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D) Figure: Service Feedback | ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Screen_GalaxyA10s_1728976438_799-17289789000-F.jpg?sv=2026-02-06&spr=https&st=2026-11-11T15%3A32%3A47Z&se=2026-11-11T16%3A32%3A47Z&sr=c&sp=r&sig=kWec8vZpIqSGVBbg3%2BM0wES58jTJfmyjpavKExuuSdg%3D) Figure: Communication Feedback |
| --- | --- | --- |
4. Provide feedback and click **Save**.

A person who analyzes data, processes, or systems to gain insights or make informed decisions

Tenant is a platform component that is created inside the Sub Domain to leverage the independent functionality of a department along with data privacy.