To Add a Note to an Incident

The VMware Service Portal enables you to add notes to incidents that are opened. Notes are useful if you wish to add more information to the Incident, to assist in the process of resolving the call.

You can access this function via the following options:

Select Add Note to Your Incident from the VMware Service Portal Navigation Bar.

- OR -

From your Home page, select the Incident within the Your Incidents summary and click the    button.

- OR -

Search for an Incident via the Review Past/Current Incidents menu option and from the Incident Summary page, click the   button.

- OR -

Search for an Incident via the Review Past/Current Incidents menu option and from the Incident Summary page click to select the Incident. On the Incident details page, click the Add Note button.

Any of the above methods will display the Add a Note to Your Incident page.

To add a note to your Incident, follow these steps:

  1. On the Add Note to Your Incident page, if not already provided, type the call number in the Call No field. This is the reference or unique identifier for the Incident.

This is also known as the Incident Number. If you accessed the note function from a specific Incident, the Call No field is automatically populated with the Incident number you had selected. The Call No field is mandatory and is validated. You can only add a note to an Incident if the Incident number is a valid number within the database.

  1. Type the note you want to add to your Incident in the Description field.
  2. If configured, you can select the Send Email or Send Pager option for the Incident.

Send Email will send an email message to and Send Pager will transmit a paging notification to the officer to whom the Incident is assigned.

  1. Click OK. An acknowledgement is displayed. This confirms that the note has been attached to the Incident.

 If you are adding a note to an Incident from the Review Past/Current Incidents page, you can only do so for calls that are open. If you select the Add note icon next to a closed call displayed in summary format, an error message is displayed. When viewing a closed call on the Incident Details page, the Add Note button is disabled.

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