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Editing incidents

You can edit incidents that are assigned to you. You can also edit incidents that are not assigned to you in the following scenarios:

  • The incident is assigned to a staff member who is lower in the role hierarchy than you are, and you have read access to the Incident object.
  • The incident is assigned to a queue and you are a member of this queue.
  • The staff member assigned to this incident has shared the incident record with you.
  • The system administrator has changed the default sharing access of incidents from the out-of-the-box access level of Public Read Only to Public Read/Write.

Note

Only system administrators can edit the Priority, Closed Date, and Responded Date fields of an incident.

The following topics are provided:

To edit an incident

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Incidents.
  3. From the list of incidents, select the incident that you want to edit.
  4. Update the information in the required fields.

    To apply a template on an existing record, system administrator must select the Allow applying of templates on an existing record check box on the General Application Settings page. If the check box is not selected, the Template field is shown inactive. For more information about the Allow applying of templates on an existing record check box, see Configuring general application settings.

    Note

    If the Allow applying of templates on an existing record check box is enabled and you have a field of type Text Area (Rich) on the form, the template field values are not displayed on the form immediately. The fields from template are populated when you save the record.


    If you have changed the value of the Impact or Urgency field, the Due Date Calculation window is displayed or the due date is recalculated based on the settings configured by your system administrator.
    If the Due Date Calculation window is displayed, select one of the following options:

    Option

    Description

    Do not recalculate

    The existing due date is retained for the record.

    Recalculate based on open date

    The due date is recalculated by using the opened date. For example, if the priority is changed to 1 and the duration assigned to a priority of 1 is 2 hours, the recalculated value of the due date is 2 hours added to the date and time when the incident was created.

    Recalculate based on current date

    The due date is recalculated by using the current date. For example, if the priority is changed to 1 and the duration assigned to a priority of 1 is 2 hours, the recalculated value of the due date is 2 hours added to the current date and time.

  5. (Optional) To revert the changes that you make to an incident before saving the record, click Reload.
  6. To update the incident or service request, click Save.

To edit multiple incidents

To be able to update multiple incidents, the Enable multi-record updates in list views check box for the Incidents console view must be selected in the Remedyforce Console tab settings. For more information, see Customizing the Remedyforce Console tab.

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Incidents.
  3. Select the check boxes for the records that you want to edit, and click Update.
    You can update only 200 records at the same time.
  4. From the Field list, select the field that you want to update for the selected records.
    Only the fields that are shown on the list view are available in the Field list. Fields of type Auto Number and Formula are not available in the Field list. If you do not have permission to edit any of the fields in the list view, the field is not available in the Field list.
  5. Enter or select a value for the selected field.
  6. Click Apply.
    You can update one field of multiple records at the same time.
  7. To update another field of multiple records, repeat step 4 to step 6.
  8. Click OK.

How changes to incidents are tracked

When you edit an incident, the changes are tracked in the Incident History section.The following fields on the Incident form are tracked by default:

  • All Tasks Closed Controller
  • Call Count
  • Category
  • Client ID
  • Due Date
  • Impact
  • Outage End
  • Outage Start
  • Priority
  • Record Update Count
  • Status
  • Urgency

If your system administrator is tracking the Record Update Count field and you modify a tracked field, two records are created in the Incident History section. One record specifies the change and the other record displays the number of times the incident is modified.

The following table provides an example of the records that are created in the Incident History section based on whether tracking is enabled for the Status and Record Update Count fields.

Tracking enabled for the Status fieldTracking enabled for the Record Update Count fieldRecords created in Incident History section
YesYes
  • Changed Status from Opened to Pending.
  • Changed Record Update Count from <x> to <y>.
NoYesChanged Record Update Count from <x> to <y>.
YesNoChanged Status from Opened to Pending.
NoNoNone

Related topics

Enabling field history tracking

Configuring general application settings

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