Edit an Incident Management category

You can edit the out-of-box categories along with any new categories that have been created. Editing modifies one or more of the elements associated with a category, such as the alert stage times for the category.

To edit an Incident Management category:

1. Click Incident Management > Tools > Categories.
2. Use search or advanced search to find one or more records.
3. Select the category Name to edit.
4. Modify the fields, as necessary. For example, to edit the alert stage times, select the Alerts tab and edit the following to meet your business needs:
   • Stage 1: Set the amount of time for an interval between the time an incident is either opened or updated and when the first alert stage should occur. To default to this alert, fill in this field using the interval format (ddd hh:mm:ss). If this field is empty, the alert Stage 1 Expression field does not set an interval to schedule an alert 1. It sets the next alert level instead.
   • Expression: Enter the expression that Service Manager evaluates when setting up the next alert stage. If the stage field is empty, the expression does not set an interval to schedule an alert. It sets the next alert level instead.
   • Stage 2: Set the amount of time for an interval from the time an incident reaches the first alert stage to the time that the incident should reach the second alert stage, if it remains unresolved. To default to this alert, fill in this field using the interval format (ddd hh:mm:ss). If this field is empty, the alert Stage 2 Expression field does not set an interval to schedule an alert 2. It sets the next alert level instead. If the alert Stage 1 Expression field is blank, Service Manager bases the time interval on the open or update time rather than the alert Stage 1 time.
   • Stage 3: Set the amount of time for an interval between the time an incident reaches the second alert stage and when reaches the third alert stage. To default to this alert, fill in this field using the interval format (ddd hh:mm:ss). If this field is empty, the alert Stage 3 Expression field does not set an interval to schedule an alert 3. It sets the next alert level instead. If the alert Stage 2 Expression field is blank, Service Manager bases the time interval on the open or update time rather than the alert Stage 1 time.
   • Deadline: Set the time interval before the incident goes to deadline alert. If this field is left blank, this category will not use the deadline alert logic.
   • Reassignment: Set the time an incident crosses the reassignment alert threshold and the next alert stage. The interval format is: (ddd hh:mm:ss). If you fill in this field, you must also fill in the Reassign Count Threshold field.
   • Reassign Count Threshold: Set the number of times an incident record in this category can be reassigned. If a record is reassigned, the normal escalation process does not occur, even if no progress is made on resolving the record. This threshold value sets the number of times a record can be reassigned. When this threshold is reached, the Incident Manager notifies the reassignment group designated in the assignment table after the reassignment interval has passed.
   • Deadline Alert Group: The assignment group to notify when an incident goes on deadline alert. If a deadline alert time is specified or an expression is defined to set a deadline alert, this field must contain a valid assignment group name.
5. Click Save.
6. Click OK.