Accepting an incident request

When you work on open incidents, you are working on incidents assigned to you or to your support group. You can also assist with an incident assigned to another support group when a task is assigned to you.

There are several on-going tasks that you must perform when you accept and begin working on an incident request:

• Using-tasks-to-manage-work-on-an-incident-request
• Recording-time-worked-on-an-incident-request
• Managing-work-information-entries

These on-going tasks help to keep the incident request record up to date with the latest information about the work being performed to resolve the incident.

Before you begin

If you use the Modify all option for the selected incidents, on the Categorization tab:

• Ensure that the support group that you are a part of supports all companies.
• Ensure that you have selected at least one company for the list of available support groups to be displayed.

To accept an assignment

1. Open the incident request record.
2. To assign the incident request record to yourself, from the Quick Actions section of the Navigation pane, click Assign to Me.
3. Change the Status to In Progress.
4. Click Save.