Add Work Info to an Incident

Whenever you obtain new information, or perform any actions towards resolving the incident, it is important to update the incident.

 1. Open the incident.

 2. Click the "Work Info" tab.

(click on the image to see a larger one)

 
3. From the "Work Info Type" list, select the type of work information you want to add.

4. From the "Source" list, select the source of this information.

Information sources can include, for example, email, phone, or the Web.

5. Enter your work information in the "Summary" and "Notes" fields.

6. (Optional) You can add an attachment.

7. From the "Locked" list, select Yes or No to lock the log.
Important: If you select Yes, you cannot modify the work log after you save it.

8. From the "View Access" list, select Internal or Public.

• Internal—If you want all support staff to see the entry.
• Public—If you want everyone with access to the application to see the entry, including requesters from the Requester console.

9. Click "Save".

10. To see a report of selected work information entries, select one or more entries, and click "Report".