This tab is used to display the Incidents details and resolution data.
The Incident Details tab page is used to display various types of information relating to an Incident. These tabs are summarised below:
· Details.
This tab is used to display the Incidents details and resolution data.
· User-Defined Fields.
This tab displays any additional user-defined information for the Incident.
· Update Incident.
This tab provides the user with the ability to add a text-based update to the Incident. When an Incident is updated by a user of the Self Service Portal; a new Incident Action is created and the required specialist(s) are notified.
· Actions.
Displays all completed Actions for the Incident that are not flagged as private by the Service Desk. Double-clicking on any entry in the Actions List will display a pop-up dialog containing the full text-based description of the Action.
· Future Activities.
Displays all Future Activities currently logged against the Incident. Double-clicking on any entry in the Future Activities List will display a pop-up dialog containing the full text-based description of the Activity.
· Associations.
Displays a summary of all CIs associated with the Incident.
· Attachments.
Displays all available file attachments for the Incident. From here, users can upload and download the attachments as required. Double-clicking on any entry in the Attachment List will display a pop-up dialog containing the full text-based description of the file.
· RFCs.
Displays all RFCs that the Incident is associated with. Double-clicking on any entry in the RFC List will display a pop-up dialog containing the full text-based summary for the selected record.
· Statistics.
Displays various statistics relating to the Incident.