The Incident Management's Process View page is the primary interface for working an incident ticket. This Process View page appears when you open an incident ticket. The Process View page consists of multiple sections (Web parts) that display general information about the incident and any actions that you can perform.
Examples of the general information that the Incident Management's Process View page provides are as follows:
The incident's process history
The Service Level Agreement status
The current assignments
Examples of the actions that the Incident Management's Process View page lets you perform are as follows:
Work the incident or a subtask.
Manage the subtasks.
Search the knowledge base.
The actions that are available to you and the information that you can access on the Process View page depend on the following conditions:
Where the ticket is in the resolution process
Your involvement in the process
If your Incident Management's Process View page was customized, its appearance and contents might differ from the default Process View page.
Table: Default sections on the Incident Management's Process View page