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View assign incident SNX

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View assign incident SNX

View an Incident List

  1. Navigate to Incident and click the type of incident list you want to view, such as Open-Unassigned to see all incidents that do not have anyone working on them yet.

    What you will see when you click one of these is a list view with several columns, the most important being Number, Category, Priority, Incident state, and Assigned to.

  2. You can add more columns by clicking the gear icon and selecting items from the Available box. If you want to see who resolved the incident, you should add Resolved by, for example.
Filter the List To narrow down the list, you can use a quick filter or create a more detailed filter query. In this example, all incidents that are waiting for user information where the priority is critical or high is shown.
Assign or Reassign the Incident: You can assign only one person to an Incident.
  1. Click the incident number (in the Number column).
  2. On the Incident form that appears, select a user in the Assigned to column by clicking the lookup icon (
    Lookup icon
    ).
  3. If you want to narrow down the list of possible assignees and you know the group to which the assignee belongs, select the group in the Assignment group field first. Then select the user in the Assigned to field.

In this example, Beth Anglin, a member of the Service Desk, has been assigned to the incident:

Figure 1. Incident Assignment Example
Perform Other Important Updates Other updates you might need to make include:
  • Categorizing the incident by choosing a value from the Category field.
  • Changing the Priority based on your organizational guidelines.
  • Adding a Configuration item (CI), which is the service or item that is experiencing trouble.
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