Assign an Incident

Part of Workflow(s): Incident Assignment (SO2.2)

Applies to User Roles: Incident Coordinator

The Incident Coordinator reviews open status incidents and determines from the information provided whether to accept or reject incident records. After an incident record is accepted, the Incident Coordinator 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, or reject the incident and return it to the Service Desk.

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 whether to accept or reject an incident record.
4. To accept an incident record, do the following:
   1. Click the list in the Status field and change the status to Accepted.
   2. Clear the assignee in the Assignee field, and then click the Fill button. A list of names opens.
   3. Select a name from the list to assign the incident to an Incident Analyst.
   4. Click Save & Exit.
5. To reject an incident and reassign it to the Service Desk, do the following:
   1. Click the list in the Status field and change the status to Rejected.
   2. Click Save. A notes box opens and asks you to enter the reason for rejection.
   3. Enter the reason for rejecting the incident.
   4. Click Save.
   5. Click Save & Exit to exit.

Related topics

Reassign an Incident

Incident Assignment (SO2.2)