Assign incidents

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.

    You see 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 personalizing the list and selecting items from the Available box. If you want to see who resolved the incident, 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, click the lookup icon in the Assigned to column and select a user.
  3. To narrow down the list of possible assignees when 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.
    Note: The sys_user_group read ACL calls the SNCRoleUtil function. The function checks to see whether the group being reviewed contains either the admin role or security_admin role. The function allows the user to view the group only if the user has the same role. As a result, an itil user cannot assign an incident to a group that has the admin role or security_admin role (or whose parent has the role).

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 the following.
  • Categorize the incident by choosing a value from the Category field.
  • Change the Priority based on your organizational guidelines.
  • Add a Configuration item (CI), which is the service or item that is experiencing trouble.

In addition to the above, you can also view details of any other user or users who might be viewing or updating the incident the same time as you through the presence of their avatars.