My Incidents List

Updated on 26 Jul 2025
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You can view the list of Incidents logged for you. Also, the user can view, cancel, escalate, edit, and update the Additional Information section of the Incidents logged by other user who are mapped to the Customer(s) and Location(s) selected under the Access tab.

View My Incidents List

To view My Incidents List, perform the following steps:

Navigate to Incident > User > My Incidents.
The My Incidents List page is displayed.
On the My Incidents List page, you can view the list of Incidents logged for you (Tile view or Tabular view). You can view basic details about Incidents, such as Incident ID, Incident logging date and time, the name of the user who logged the Incident, the Workgroup and assigned Analyst, the Priority, and the status.

Note
The flags indicate the age of the Incidents. The color codes indicate the Priority. An asterisk icon next to the caller's name indicates that the caller is a VIP User.

The flags indicate the age of the Incidents. For more information, refer to the following Field Description:

Flag	Description
	Indicates that the incident is opened for 0-2 days.
	Indicates that the incident is opened for 2-5 days.
	Indicates that the incident is opened for 5-10 days.
	Indicates that the incident is opened for more than10 days.

The color codes are as per the Priority of the Incidents. The Priority and the color code associated with it can be configured by the Administrators. For example, as per the following screen shot, the orange color code indicates S1 Priority Incidents.

Figure: My Incidents page (Tabular View)

Figure: My Incidents page (Tile view)

Actions

This section explains all the icons displayed on the Actions panel of the My Incidents page.

Figure: My Incidents

Filters

Click the Filters icon to specify a particular filter criteria to display the Incidents. On clicking the Filters icon, the FILTERS pop-up page is displayed. Specify the filters and click SUBMIT.

Figure: Filters pop-up

The following table describes the fields on the FILTERS pop-up:

Field	Description
Department	Select the Department from the list.
Status	Select the status of the Incident from the list. Example: All, Open, New, Assigned, In-Progress, Pending, Resolved, Closed, Cancelled, and For Feedback.
Incident ID	Type in the range of Incident IDs to be displayed in the From and To fields.
Log Time	Specify the range of log time in the From and To fields to display the Incidents logged during that period.
View Other User's Incidents	Select this check box to view other user's Incidents matching the filter criteria. This checkbox is displayed only when it is enabled on the Adding Users page in SymphonyAI Platform. The following two fields are displayed upon selecting this checkbox: Customer: Select the customer(s) from the list. In addition to the own incidents, the user can view the incidents logged by other users who are mapped to the selected customer(s) in this field. Location: Select the location(s) from the list. In addition to the own incidents, the user can view the incidents logged by other users who are mapped to the selected location(s) in this field.

Configure Columns

Click Configure Columns to customize the columns on the page.

Figure: Configure Columns popup

Note
On the Incident List page, Configure Columns does not support the custom attribute of the Text Area type.

New Incident

Click NEW INCIDENT to log a new Incident.
Figure: New Incident Details page

Field Description

The following table describes the fields in New Incident Details page:

Field	Description
Department	Select Department from the left panel of the list.
Workgroup	Select Workgroup to which the Incident will be assigned after submission.
Symptom	Enter the incident Symptom which states the issue in the Application.
Description	Enter a detailed Description about the incident.
Category	Select the required Category from the list by clicking the search icon
Classification	Select the required Classification from the list by clicking the search icon

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