Incident States and SubStates

Use this function to add new state defining status for an Incident being handled by an Assignee.

In the main window, click Admin > Incident Management > States and Sub States. The States and Sub States window displays.

1. From the Select Actions drop-down list, choose New Incident State. The Incident States and Sub States window displays.
2. Enter a Name and Description.
3. In the State field, click the drop-down list and select the order/sequence.
4. In the SLA Phase and SLA Action fields, click the drop-down lists and select the applicable phase and action.
5. In the Mandatory Details field, click Add then search for and select the details required for the state.
6. When all selections/entries are made, click Add.
  Not all functions include an option to edit record line items shown in the main window.
1. Navigate to the window containing the record to edit.
2. Click the line containing the record. The applicable window or dialog box displays.
3. Make the necessary modifications.
4. Click Save or Add, as applicable.
  Deleting is a permanent action and cannot be undone. Deleting may affect other functionality and information in the application such as data in configured reports, fields in windows, selectable options, etc. Therefore, be sure to understand the potential effects before making a deletion.
1. Click the line that contains the item to delete.
2. From the Select Actions drop-down list, choose Delete. If a confirmation message is displayed, type Delete and click Deleteto confirm.

 

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