Assign an Incident

Part of Workflow(s):
Incident Management: Categorization
Applies to User Roles:
Incident Coordinator

The Incident Coordinator reviews open status incidents and assigns the record to an Incident Analyst for further investigation and diagnosis.

Assigning an incident is a two-step process. First, review an incident to determine if it can be resolved by your group. Next, assign the incident to an Incident Analyst.

To review and assign an incident:

  1. Click Incident Management > Incident Queue.
  2. Select the Incidents by Assignment Group view.
  3. Review the incident records in the list to determine which ones can be assigned to your group for further investigation.
    1. Review each incident record and look at the contents of the Affected CI and Description fields.
    2. Determine to whom an incident record can be assigned.
  4. Open the Categorization and Assignment section.
  5. Click Fill to select an assignment group from the Assignment Group field and then click Fill to select an assignee from the Assignee field.
  6.  Click Save & Exit.

Related topics

Example: Search for a record
Reassign an Incident