To Review Past/ Current Incidents

You can review past and current incidents. Past Incidents are Incidents that were raised some time in the past and have since been closed after resolution. Current Incidents are Incidents that are open and pending resolution.

To begin your search, follow these steps:

  1. Select the Review Past/Current Incidents menu option. The Review Past/ Current Incidents page is displayed.
  2. Select the ownership of the Incident for which you are searching using the Search Within radio buttons. Only one option can be selected. The options available are:

·         Selecting Your Incidents will instruct the system to search for and return results on incidents where you are assigned.

·         Selecting Organization Incidents will instruct the system to search for and return results on incidents where your organization is assigned. If you are not linked to an organization, this option will not be displayed.

·         Selecting All Incidents will instruct the system to search for and return results on all incidents where the permission to view has been enabled for your user role. This could include incidents where other organizations or other users are assigned.

The options available for you to set your search criteria are based on your user profile. For more information, view the topic User Roles.

  1. In the Incident No field, type the Incident number or Call number. Leave this field blank if you are not searching for a specific Incident. If you specify Incident number, it takes precedence over all other search criteria. Only the Incident number is then used for locating Incidents.
  2. Select the Incident status. The Incident status can be Open Incidents, Resolved < 1 Week or Resolved < 4 Weeks. Only one option can be selected.
  1. You can use the Advanced Search Criteria fields to narrow the scope of your search by specifying additional search criteria. See Using Advanced Search Criteria below.
  2. Click Search to view the search results. Your search results are displayed on the Incident Summary page. You can view the details about an Incident by clicking .

You can add a note by clicking the Add Note button, or attach an object, such as a screen shot, by clicking Attach Object. To return to the Review Past/Current Incidents page, click the Back button.

Using Advanced Search Criteria

The Advanced Search Criteria function provides you with more search options. You can use this function to assist your search should the standard search not yield the desired results.

  1. Type in key words in the Text Search field. The search looks in all searchable text fields for Incidents that match the typed entry.
  2. Type the name of the service for the Incident for which you are searching in the Service field or click the search button to display the Service Search page.
    1. On the Service Search page,
    2. Select to Search Within your services or all services.
    3. Or enter a Service reference number or part of a service reference number in the Service Ref field.
    4. Or select a Service Type from the drop-down list.
    5. Click . Services are displayed in a summary format.
    6. Click to select the Incident. You are returned to the Log an Incident page.
  1. Click in the Type field and select an Incident type from the list. If a sub-type is defined for the type selected, a list is displayed from which to select. Select a sub-type from the list. Further sub-types may appear if they are defined for the selected sub-type.
  2. From the Priority list, select the priority relating to the Incident/s for which you are searching.
  3. Type dates in the Log Date From and Log Date To fields to specify the time period between which the Incident/s you are searching for were logged. Dates are in YYYY-MM-DD format.
  4. Go to step 6 in the main procedure, above.

Troubleshooting:
If your search does not return any results, modify search criteria to make it more general. You can do this by searching for All Incidents and clearing the options under Advanced Search Criteria.

If your search returns too many results, refine your search by providing more information about the Incident/s for which you are searching. You can do this by completing the Advanced Search Criteria options.

 

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