Tracking and searching incidents
- Kidd, Denise
Advice for callers looking to track their incidents
If a user’s name is in the Caller field, they can track their incidents. You can refer them to their Incidents & Reports list. Here they can see all of their open incidents. They can click on an incident to ask questions, add attachments, or include more information about the incident.
If an incident doesn’t appear in their list, it means it was resolved/closed or perhaps they were not the caller. Follow the steps in the next section to search for them.
Searching for an incident
Click any of the queue links.
If you know the incident number (INC)
Use the search function (upper right) to locate it.
Type in the incident number and press Enter.
The search result will appear. If not, double check the number. Click on the result for the incident details.
If you don’t know the incident number
Use the search function to enter a keyword search.
Press Enter or click View results to see all incidents, requests, and tasks including that keyword.
You can use the column headings and/or filtering to refine results.
Click “Go to list view”. You can use the column headings and/or filtering to refine results.
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