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Assign and update incidents

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Assign and update incidents

After an incident is added, it is reviewed to ensure that it is properly categorized and prioritized.

Before you begin

Role required: itil, itil_admin, or admin

About this task

When you view an incident, you can see whether another user or users are viewing or updating the incident at the same time. User presence


  1. To view incidents, navigate to Incidents and click the type of incident list to view.
    Click Open-Unassigned to see the list of incidents that do not have anyone working on them.

    The Incident list view displays several columns, including Number, Category, Priority, Incident state, and Assigned to. You can personalize the list to add more columns. For example, to see who resolved the incident, add Resolved by.

  2. (Optional) To filter the list, use a quick filter or create a more detailed filter query.
    You can filter for all high-priority or critical incidents.
  3. Open the incident to assign or update and perform any of the following actions.
    Assign a group Click the lookup icon beside Assignment group and select the group. Selecting an assignment group narrows down the selection of users you can assign. Only members of the group are available.
    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).
    Assign a user Click the lookup icon beside Assigned to and select the user.
    Categorize the incident Select a value from the Category and Subcategory fields, as appropriate.
    Change the Impact or Urgency Select the Impact or Urgency values based on your organizational guidelines. Changes to these fields can update the Priority field based on incident data lookup rules
    Add a configuration item (CI) Configuration items identify the service or item that is experiencing trouble.