Work incidents

Incident Management 1.9.0 gives the service desk one place to start (Home), one list of incidents with a tab per way of looking at them, a list of incident tasks, and a Configuration section.

Goal

Open Incident Management, see what needs attention, work your queue, and find the tasks assigned to you or your team.

Prerequisites

The Incident Management application is installed. See Quickstart: install an application.
One of the roles itsm_agent, itsm_service_desk_manager or itsm_admin. The Configuration section needs itsm_admin or itsm_service_desk_manager. What each role grants: Roles: who sees what, who configures what.

Steps

1. Open Home

Select Incident Management in the application rail. Home opens with three bands:

Needs attention: one card per signal, each with a live count. At risk of breaching SLA, Unassigned, Awaiting your approval and Assigned to you. Select a card to open the list behind it.
Quick actions: New incident opens a blank incident. Open my queue opens your own work.
Analytics: the Service Desk Dashboard’s charts. Open full dashboard opens it on its own page. A grouped chart shows names, not stored values: a person’s name for an assignee, a state or priority label in your language, “Count” or “Sum of Story points” for a series, and date groups in your time zone. A group with no value reads “Uncategorised”. Selecting a bar or slice opens the list filtered to exactly that group, and a widget filtered to you opens a list whose chip reads “Assigned to is me”. The SLA Compliance Rate gauge is one number: the percent of resolved incidents that did not breach SLA. The Incident Trend chart groups incidents by the day they were created, over the last 30 days, not by the exact moment each one was logged. Each widget loads on its own; one that is still loading or failed to load does not hold up the rest of the dashboard, and a failed widget offers Retry.

A card’s count is the same number the matching list tab shows, because both count the same filter.

2. Work the Incidents list

Select Incidents in the sidebar. The list opens on the Open tab. The tabs above the list are:

Tab	Shows
My Work	Incidents assigned to you that are not resolved, closed or cancelled
Open	Every incident that is not resolved, closed or cancelled
Unassigned	New incidents with nobody assigned
SLA At Risk	Open incidents whose resolution is due within 4 hours and has not breached
All	Every incident

An incident created without a category goes to the Service Desk team. If two active groups are named “Service Desk”, the incident is saved without a team and its routing record names the reason.

A new incident whose title matches an open incident raised in the last 7 days is linked to it as a duplicate when it is created; a resolved, closed or older incident is never matched.

Closed and Cancelled are final. Neither state can be moved out of, by anyone, through any door. The one way to reopen an incident is Resolved to In Progress; a closed incident’s follow-up is a new incident, linked to the one it followed from. A closed or cancelled incident also refuses any other edit; only comments and work notes still go in. Moving to Resolved requires a resolution code and at least 10 characters of resolution notes; moving to On Hold requires an on-hold reason; moving to Cancelled requires a cancel reason.

An Assigned incident can move straight to Resolved too, not only by way of In Progress first: a desk that already knows the fix does not have to pass through a state it has no other reason to visit. Closed still opens only from Resolved. The record page’s state control shows every state the field declares; one that is not a legal move from here is greyed out with a reason naming a state it is reachable from, such as “Move to In progress first”, instead of being hidden.

Each tab shows its count. The tab you are on names its own filter, so that filter never shows as a chip. A filter you add with Filters narrows the tab and keeps it selected; it shows above the list as one sentence, such as “Priority is High or Critical”, with Clear to remove it and Change to edit it. Columns, density, export and your list settings are under View. Delete appears only once you select rows.

3. Find your tasks

Select Incident Tasks. It opens on All. My Tasks shows the tasks assigned to you that are not complete or cancelled. Team Tasks shows the open tasks assigned to any group you are an active member of. Your groups are worked out when the list loads, so the tab stays right when your memberships change.

4. Add a sub-task to an incident

Open an incident. When it already has sub-tasks, a checklist card in the thread lists them; select All sub-tasks on that card, or the Related link above the thread, to open the full list in a side panel. The panel lists the incident tasks that belong to this incident, with their number, title, team, assignee and state. Type what needs to be done in the add row, pick the team (it starts as the incident’s team) and the task kind, and press Enter or Add. The task is created with its own number, linked to the incident, and runs the same rules as any other incident task. Open a task from the list; its header reads “Part of” with the incident number, which takes you back, and its Parent incident field opens the incident too. The field is read-only and is set when the task is created. In the Incident Tasks list, filter on Parent incident to see one incident’s tasks. Adding needs create on Incident Tasks and edit on the incident.

5. Open the configuration

If you have an admin role, open Configuration. Setup is the Configuration hub for Incident Management (see Configure an application). Categories and Priority Matrix are the tables incident routing and priority read.

Verification

You know it worked when:

Home shows the three bands, and each attention card opens a list whose tab count equals the card.
My Work lists only incidents assigned to you.
Team Tasks lists only tasks assigned to groups you belong to.

Troubleshooting

Symptom	Cause	Fix
The old entries (All Incidents, My Incidents, Reports) are still in the sidebar	The tenant has not applied the 1.8.0 update	Apply the update from Admin → Build → Browse Apps. An entry you edited yourself is asked about in the conflict review instead of being hidden
Team Tasks is empty although your team has open tasks	You are not an active member of the group the tasks are assigned to	Check your membership under Admin → Access & Governance → Groups
A Home card reads “Not available” instead of a number	The list behind it is hidden or you cannot read its table	Show the entry again under Admin → Build → Navigation, or ask for read access to the table

Configure an application: the Setup hub each application shares.
SLA: how the resolution clock behind SLA At Risk runs.
Customize an application and stay upgradeable: what happens to entries you edit.