Adding or Editing Incident Details

About this task

To add or update incident details in SOTI Assist:

Procedure

  1. Enter the incident subject in the Enter Incident Subject field at the top of the page.
  2. Select the method by which the incident was reported from the Reported Method list at the top of the page.
  3. Select the incident priority from the Priority list at the top of the page.
    See Priority Levels for more information.
  4. Enter one or more tags in the Tag field at the top of the page.
    Tags can help you to categorize and search for the incident. You can enter predefined tags or user defined tags. See Tags Settings for more information.
  5. If you are updating an existing incident, you can change the incident status by selecting a status type from the Status list at the top of the page.
    See Status Types for more information.
  6. In the Reporter section on the left side of the page, click the green + button and select one of the following:
    • If the incident is being reported by someone who was previously added as a reporter, start entering the person's name in the Search for Reporter field. As you enter more of the name, the list of matching names is reduced. When you find the reporter's name in the list, click on the name to select it.
    • If the incident is being reported by someone new, click New Reporter, enter the reporter's information in the Add New Reporter dialog box, then click the Save button.
    Note: Once an incident has been submitted you cannot change the incident reporter unless the Allow changing reporter on open incidents option has been enabled on the Incident Settings page.
  7. In the Devices section on the left side of the page, click the green + button and select one of the following:
    • To add a device that is currently being managed by the associated instance of SOTI MobiControl, in the Search for Device field start entering the device name and select the correct device when it appears in the list.
    • To add a device that is not currently being managed by the associated instance of SOTI MobiControl, select Add Unmanaged Device.
    If the device is being managed by SOTI MobiControl v14 or higher, you can click on the device to open the Device Information panel in the SOTI MobiControl console.
  8. If another incident is linked to this one, in the Linked Incidents section on the left side of the page, click the green + button. In the Search for Incidents field, start entering the incident name or number and select the correct incident when it appears in the list.
    Once 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.
  9. In the Assignee section on the left side of the page, click the green + button. In the Choose Assignee field, enter the assignee's name. As you type the name, any matching names are shown in a list below the field. When you find the assignee's name in the list, click on the name to select it. To assign the incident to yourself, select Assign to Me.
    Note: LDAP users do not appear in the search results until after they've logged into the associated SOTI MobiControl instance at least once.
  10. In the Watchers section on the left side of the page, add or remove persons you want to be notified by email when this incident is updated.
    • To add an incident watcher, click the green + button and enter the watcher's name.
    • To remove an incident watcher, click the × button next to the watcher you want to remove.
    Note: By default, the incident reporter and the incident assignee are added to the list of incident watchers. Current watchers can add additional watchers simply by including them in a notification email reply. Watchers can remove themselves from the list at any time by clicking the Unsubscribe link in notification emails.
  11. In the Description field, enter a description of the incident.
  12. To add a note to the incident, click Add Note.
    Note: To make the note private, click Keep note private. Private notes cannot be read by the incident reporter, and the incident reporter will not receive a notification email that the note was added.
    When you have finished typing the note, click the Add button.
  13. To attach a file to the incident, click Add Attachment.
    A file explorer dialog box opens, in which you can select the file you want to attach. After you have attached a file to the incident, you can add a description for it or remove it.
  14. To send an email, click Send Email.
    If desired, you can specify the color and style of the email text, set the background color, or insert an inline image.
    Incident watchers are automatically added to the CC email field. You can remove the watchers or add additional email addresses.
    To attach a file to the email, click the paper clip button to open the Add an Attachment dialog box. You can attach a file that was previously attached to the incident, or you can click Browse to select a file on your local file system.
    When you have finished entering the email address and message, and attaching any files, click the Send button.