Working with Incidents
Mobile Analysts can create, edit, view, and manage incidents, including resolving and closing incidents from their mobile devices.
Emails, notes and attachments can also be added and deleted in an incident. For more information, refer to Working with Journal and Attachments.
On the Incident workspace page, you can filter and sort the incidents by expanding the Filter & Sort drop-down. You can expand the Filter By option to select the suitable options that fit your search criteria, like Status, Priority, Resolve By, Owner, Scanned Period, and so on. Similarly, you can expand the Sort By option and select suitable options from the drop-down list. You can also contact your administrator to customize your filters and sorts.
On the Incident workspace page, you can select the Tile View icon to view all the incidents in a tile view format, where you can get additional information about the user. When you click the image circle under any particular Incident, a user information card pops up and displays the username, designation, department, email address, and phone number.
Some of the fields may not be compatible in responsive user interface. To know which controls are supported for responsive user interface and which ones are not, refer to Incident Controls.
You can consolidate the Quick Action buttons, like Resolve, Create New Incident, Add Task, and so on, under the More button on the edit page. To consolidate you must configure the settings in Global Constants for RAButtonsGroups. For more information, refer to Consolidating Quick Action buttons into a single button.