---
title: Working with Incidents
slug: neurons-for-itsm/admin-user-help/enu/latest/working-with-incidents
createdAt: 2026-07-14T19:16:42.704Z
---

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](docId\:VO22sOaNy48GPiqtkf58H).

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](docId\:pTkQP6viQXu-pKsKaGYRk).

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## Creating an Incident

1. From the **Home** page, tap the :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/vguvqDVt6pV4IlQHFm1Ob_newiconra.png" alt caption size="10" width="21" height="20"} icon.
2. Select the **Create Incident** :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/MWLTj6q60_LWr-Fmd7kA4_createincidenticon.png" alt caption size="10" width="19" height="18"} icon.
3. Fill out the information in the **Create New Incident** page and tap **Save**.

:::hint{type="info"}
On the **Home** page, this :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/kxdQH2pWwGb7Q1FGtk1jY_mainbuttoniconmobileanalyst22x22.png" alt caption size="10" width="22" height="22"} icon is available in the header. It helps to create incidents and it is accessible from all the pages.
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## Viewing and Editing an Incident

1. From the **Home** page, do one of the following:
   - Select **My Incidents** to view only your incidents.
   - Select **View Incidents** to view your and your team's incidents.
2. Select an incident to view its details and tap **Edit**.
3. Make the necessary changes and tap the **Save** icon :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/LiPvW2_vKzWewLrssPYgv_saveiconmobileanalyst.jpg" alt caption size="10" width="15" height="14"}.

:::hint{type="info"}
You can configure the Incident view; when you hover over the Incident card, the info card appears and offers additional information about the Incident, like Incident number, Summary, Priority, and Status. For more information on configuration of UI cards, refer to [Configuring UI Cards](docId\:X1dORXqCZJoxv-lkpSYSs).
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## Resolving an Incident

1. From the **Home** page, open an incident and tap **Edit**.
2. Tap the **Resolve** icon :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/Pm6KT81n8fvutvBqfHIoU_resolveiconmobileanalyst.jpg" alt caption size="10" width="16" height="16"}.
3. Enter the following information:
   - Tap the **Select Cause Code** field drop-down arrow and select an option.
   - Type the details in the **Resolution Details** field.
4. Tap **Ok**.
5. Tap the **Save** icon :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/LiPvW2_vKzWewLrssPYgv_saveiconmobileanalyst.jpg" alt caption size="10" width="15" height="14"}.
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:::hint{type="info"}
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](docId\:Sg-RMcvkElTezXmXFRWyG).
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