Tracking an Incident
While a Service Desk Analyst works to resolve your incident, you are able to:
- View the incident.
- Update or add information to the incident.
The system sends you periodic emails as a Service Desk Analyst works to resolve your incident. Some messages are routine notifications telling you that the status of your incident has changed. Other messages might ask you to provide additional information.
All email messages are logged within the incident. If a message requires a response from you, the system assigns a required response time to the message. If you do not respond within the response time, the system consider the incident to be resolved and closes it automatically. The default required response time before the incident automatically closes after it is resolved is one day, but it might be set differently for your organization.
See State Transitions Reference for a description of default incident states.
View an Incident in the My Open Items Pane
- Click any incident in the My Open Items pane to display it in the My Items tab. From there you can:
- Update the incident, as described in Updating an Incident.
- Close the incident, as described in Closing an Incident.
- If you do not see the incident that you created in the My Open Items pane, click View All My Items to display it in the My Items tab.
View an Incident in the My Items Tab
If your incident is resolved, if you do not know its status, or if you do not see it in the My Open Items pane, you can view it in the My Items tab:
| 1. | Click View all My Items or click the My Items tab on the Self Service home page. |
The system displays a list of all your items (incidents, service requests, requests for approvals, and so on). The list contains the following information:
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ID |
The tracking number assigned to the incident. Refer to this ID when you call the Service Desk. |
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Summary |
The title of the issue or summary that was entered in the Summary field. |
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Type |
An incident or a service request, or an approval request if you are an approver. |
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Status |
The current status of the issue. You can only create an issue or incident, or close an incident. All other status settings are controlled by the Service Desk Analyst assigned to the incident. |
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Due Date |
The date by which the incident is scheduled to be resolved. |
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Progress |
Progress bar showing the resolution of the incident. The color coding on the progress bar indicates the status. |
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Created On |
The date on which the incident was created. |
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| 2. | Find your incident by reviewing the list manually or by searching: |
- In the Search My Items field, enter one or more keywords to search for an item by any of the column headings. For example, to search for all closed items, enter closed.
- In the field to the right of the Search My Items field, select the scope of the search (all, incident, service request, or approval request).
- Click Search. The system displays a list of matching items.
| 3. | Click the incident that you want to view. The system displays the incident record. |