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
Displays only the comments from the Process History section.
Lets you do the following actions:
Sort the comments by date
Filter the list of comments
Open the comment in its own dialog box
The dialog box provides a link that lets you open the Edit Comment dialog box and edit the comment.
You can modify the title and comment.
You can select a different View Level.
You can also make the comment a user level comment. This option is available for the Admin selection in the View Level drop-down list
Displays the current tasks and subtasks in the incident resolution process and to whom each task is assigned.
You can view details about the assignee if you have permission to do so.
Description and Resolution
Displays the description of the incident as entered during the creation of the incident or as modified by the technician who works the ticket.
Displays the resolution of the incident.
Provides a link that lets you add a comment to the Process History.
The link opens the Add Comment to Process dialog box that lets you do the following:
You can add a title and comment.
You can select a View Level.
You can add a user level comment.
This option is active when you select Admin in the View Level drop-down list.
Incident Request Attachments
Displays any documents that are attached to the incident.
Provides a link that lets you open the documents, edit the document, delete the document, and perform other actions.
It also lets you attach additional documents.
Displays the primary contacts for the ticket by default.
You can view details about the contact or add a new contact if you have permission to do so.
Typically, the primary contact is the person who reports or submits the incident. Sometimes, the primary contact is someone other than the reporter or submitter
Displays a record for each action that has occurred within the process. For example, a record can represent a status change, a task, or a user comment.
Within the Process History section, you can click the link in an individual record to open the record in a new dialog box. The dialog box lets you review and edit the information.
List the items that are related to the process. Provides the links that you can use to discover more information about those items.
You can view details about the related processes or add new references if you have permission to do so.
Quick Service Links
Lets you view and use the services in the Service Catalog for which you have permission. The service items are organized in categories in a tree view.
You can click the service item name to perform the action.