Viewing incident details

From the details page of the BMC Remedy ITSM - Mobility for Incident Management application you can view incident details such as:

• Incident ID
• Incident summary
• Notes about the incident
• Customer details
• Incident priority level
• Incident status
• CI information
  • Incident type
  • Reported source
  • Service
• Target date to complete the incident service request

To see incident details

1. In the tile view, tap an individual incident.
    The incident details are displayed as show in the following figure:
   
   
2. Tap the down arrow to the right of the category for which you want to see more information.
   • Customer: Customer name. A crown next to the name indicates that the person is a VIP. Under the customer name, the following contact information is provided:
     • Company
     • Title
     • Email
     • Phone
     • Site Group
     • Site
     • Desk Location
     • Street
     • City
     • Zip
   • Priority: 1-Critical, 2-High, 3-Medium, 4-Low
     • Impact: 1-Extensive/Widespread, 2-Significant/Large, 3-Moderate, 4-Minor/Localized. Tap to change the Impact. See Changing-incident-impact-and-urgency.
     • Urgency: 1-Critical, 2-High, 3-Medium, 4-Low. Tap to change the Urgency. See Changing-incident-impact-and-urgency.
   • Status:
     • Assigned: The incident is assigned to someone or a support group.
     • Pending: The incident is pending.
     • Resolved: The incident has been resolved.
     • Closed: The incident is closed.
   • CI: Configuration item. 
     • Reported Source: The source of the configuration item can be Email, Fax, Voicemail, Web, Self Service, BMC Impact Manager Event, or Other.
     • Service: The type of service needed.
   • Target Date: Date that the incident is expect to be resolved
   • Assignee: Specialist or group assigned to the incident
3. To return to viewing incidents in tile view, tap the incident again or the Back button.