Once an incident is in an active state (and is being worked on by a Service Desk Analyst), you cannot edit the form fields. However, you can update the incident by adding an attachment (such as a screen image, a document, and so on) or by adding additional information in a note.
Update an Incident with an Attachment
To add an attachment, do the following:
| 1. | Open the incident. |
| 2. | In the Attachment field, click Browse. Navigate to the file location. Select a file to attach it. |
After you add an attachment:
- A Service Desk Analyst can view the attachment in the Attachment tab of the incident record.
- You can view your attachment. along with other incident details, in the My Items tab.
Update an Incident with a Note
To add a note to an incident, do the following:
| 1. | Open the incident. |
| 2. | In the New Notes field, enter additional information. |
| 3. | Click Save. |
After you add a note:
- A Service Desk Analyst can view it in the Activity History tab of the incident record.
- You can view your note, along with other incident details, in the My Items tab.