Finding Incidents

About this task

You can use filters and search terms to control which incidents are listed on the incident dashboard. This can help you to quickly find the incident you are looking for.

As soon as you select a filter or specify a search term, the number of incidents that match the filter and search settings are displayed in the round category buttons at the top of the incident dashboard. You can then click a category button to further refine the incident list.

Note: Some of the options described here are available only to the users whose SOTI Assist role is Administrator or Technician. Those whose role is Reporter will have no access to some of the options and controls, depending on the system configuration. For information about groups and roles, see Roles Tab.

Procedure

  1. Optional: In the top left corner of the incident dashboard, from the Groups drop-down list, select the group whose incidents you want to view. The default is "All" (for all groups). For information about groups, see Roles Tab.
  2. At the top of the incident dashboard, select one of the available incident filters: All Incidents, My Incidents, Unassigned Incidents, Unresolved Incidents, or Resolved Incidents.
    If you select Resolved Incidents, the category buttons are not displayed.
  3. At the top of the incident dashboard, enter a search term, then press Enter.
    SOTI Assist searches the following incident fields for matches: Reporter, Assignee, Subject, ID, and Description.
  4. In the Charts section, click one of the category buttons: Open, Pending, Due Today, or Overdue.
    Only the incidents that belong to that category are displayed in the incident list.
  5. In the Charts section, click a user in the Assignees list.
    Only the incidents that are currently assigned to that user are displayed in the incident list.

Results

When the incident you are looking for appears in the list, click on the incident to open it in the incident details view.

To close the incident details view and return to the incident dashboard, do one of the following:
  • At the top right of the incident details view, click the close button.
  • On the menu bar, click the SOTI Assist title.
  • On the menu bar, click the menu button and select View Incidents.