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.