Editing Incident Details

Add and update details in incidents to manage and resolve issues.

Before you begin

Users with all SOTI XSight roles can edit incidents. However, some options and controls described here might not be available to the reporter role, depending on the system configuration.

How to edit an incident

Procedure

  1. From the Incident Management dashboard, find the incident that you want to edit. To learn how to find incidents, see Finding Incidents.
  2. Open the incident and enter the details in the fields provided.

Set a priority level

About this task

Note: To review the priority level definitions, see Priority Levels.

Procedure

  1. Open the incident.
  2. Select a priority for the incident from the Priority list at the top of the incident's page.
    Incident Priority menu

Change the status

About this task

Review the status types to make sure that you select the appropriate one for your incident (see Status Types).

Procedure

  1. Open the incident.
  2. Select the incident status from the Status list at the top of the view.
    Incident Status menu

Add tags

About this task

Tags can help you categorize and search for incidents. Tags can be:

Predefined: created by SOTI XSight administrators.

User-defined : created by any user.

Depending on your system, user-defined tags might not be available. To learn how to enable user-defined tags, see Tags Settings.

Procedure

  1. Open the incident.
  2. Select the + Add a Tag button to display the tags dropdown list.
  3. Enter one or more tags in the Add a Tag field. Use the search bar at the top of the dropdown list to find a tag.
    Tags Settings menu
    Added tags appear to the left of the Add a Tag button.
    Note: Use the search bar at the top of the + Add a Tag dropdown list to find tags.

Change the reporter

About this task

Note: After an incident is submitted, you cannot change the incident reporter unless an administrator has enabled the Allow changing reporter on open incidents option in the Workflow settings.

Procedure

  1. Open the incident.
  2. In the Reporter section in the Incident Details panel, select the Add button, and then select one of the following:
    • If the incident is reported by someone who was previously added as a reporter, start typing the person's name in the Search for Reporter field. When you find the reporter's name in the list, select it.
    • If the incident is reported by someone new, select New Reporter, enter the reporter's information in the Add New Reporter dialog box, then select the Save button.

Set the source method

About this task

You can record the device or tool that the reporter used when they reported the incident.

Procedure

  1. Open the incident.
  2. Select the method used to report the incident from the Reported Method list at the top of the incident page.
    Reported Method menu

Specify a affected device

Procedure

  1. Open the incident.
  2. In the Devices section in the Device Details panel, select the Add button , and select one of the following options:
    • To add a device that is currently managed by the associated instance of SOTI MobiControl, start entering the device name in the Search for Device field. Select the correct device when it appears in the list. If you associated additional SOTI MobiControl instances to SOTI XSight, you can also select which instance of SOTI MobiControl you want to search. By default, SOTI XSight searches all associated SOTI MobiControl instances.
    • To add a device that is not managed by the associated instance of SOTI MobiControl, select Add Unmanaged Device and enter the device identifier.
    • If the device is managed by SOTI MobiControl v14 or higher, you can select the device to open the Device Information panel in the SOTI MobiControl console.

Link related incidents

Procedure

  1. Open the incident.
  2. To link related incidents:
  3. After you have selected an incident, you can specify how the incident is related by selecting a link type (for example, Related) from the drop-down list.

Assign employees

Procedure

  1. Open the incident.
  2. In the Assignee section on the left side of the view, select the Add button button, and search for the user.
    To assign the incident to yourself, select the Assign to Me button on the right of the Add Assignee dialog. box. Add Assignee to Incident dialog box
    Note: LDAP users do not appear in the search results until after they've logged into the associated SOTI MobiControl instance at least once.

Add watchers

About this task

Watchers receive an email notification when an incident is updated. By default, the incident reporter and the incident assignee are added to the list of incident watchers. You can add and remove watchers to an incident at any time.

Watchers can also add others to the watch list by replying to a notification email and including the emails of the new watchers in their reply. Watchers can also remove themselves from an incident at any time by selecting the Unsubscribe link in a notification email.

To add a watcher:

Procedure

  1. Open the incident.
  2. In the Watchers section of the Incident Details panel, select the Add button button and search for the user.
    To \yourself as a watcher, select the Add Me to Watchers button on the right of the Add Watchers dialog.
    Add watchers to an incident dialog box

Attach files

Procedure

  1. Open the incident.
  2. To attach a file to the incident, select Add Attachment. A file explorer dialog box opens.
  3. Select the file you want to attach and, after it is attached, add a description or remove it. Files that have been attached to an incident can be downloaded and viewed in the local system's default application for that file type.

Email copies

Procedure

  1. Open the incident.
  2. To send an email, select Send Email.
  3. Fill out the fields provided. By default, watchers are added to the CC email field. You can remove the watchers or add additional email addresses.
  4. Optional. Specify the color and style of the email text, set the background color, or insert an inline image.
  5. Optional. To attach a file to the email, select the Attach button. You can attach a file that was previously attached to the incident, or you can select Browse to select a file on your local file system.

Add descriptions

Procedure

  1. Open the incident.
  2. In the Description field, enter a description of the incident.

Add notes

Procedure

  1. Open the incident.
  2. To add a note to the incident, select the Add Note button.
    Note: To make the note private, select Keep note private. Incident reporters cannot read private notes and they are not notified when they are added to an incident.
  3. When you have finished typing the note, select the Add button.

Add resolution notes

About this task

Incidents with the status Resolved often have resolution notes. When an incident is submitted as resolved, the option to add resolution notes appears. These notes can be mandatory or optional depending on your system's setup. Submitters can choose whether to make these issues are available to everyone or only to the incident reporter and administrators. To learn how to make resolution notes mandatory, see Creating Workflows.

Procedure

  1. Open the Incident.
  2. Submit the incident as resolved by selecting Submit As Resolved.
  3. The Resolution Notes options appears. Enter your notes in this text box.
  4. Optional: To hide the note from everyone but the reporter and administrators, toggle the Keep note private option.
  5. Select Update.