Add Subscribers

• When there are other agents and stakeholders who need to be notified of the updates related to the incident, they can be added as subscribers

• Click on the + button below the incident card and choose the agents who need to be subscribed to the incident.

• These agents will receive notifications on the incident updates in email.

• The list of agents displayed based on the Team and Assignment Group assigned to the incident.

Clone

• Click on More Actions > Clone to clone a incident

• This will initiate the Create incident action with all the Requester and Incident details pre-filled based on the source incident.

• You can make changes to the pre-filled details if required and Click on Create Incident to save the cloned incident.

Merge

• Click on More Actions > Merge to initiate the merge action.

• This will initiate the Merge Incident modal where you can choose the incident which needs to be merged.

• In the Merge Modal, the Pending and All Incidents will be listed in separate tabs.

• You can select an incident to merge with, add a reason and click on Merge Incident.

More details on Merge Action is available here

Change Requester

• Click on More Actions > Change Requester to change the requester of an incident

• This will initiate the Change Requester modal.

• Search and Choose a new Requester and click on Change.

• The Requester of the incident will be updated respectively.

• More details on Change Requester is available here

Delete

• Click on More Actions > Delete

• This will display a confirmation popover, Click on Delete button to delete the incident.

• Note: This will permanently delete the incident and this action cannot be undone.