Adding or Editing Incident Details

About this task

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

To add or update incident details in SOTI XSight:

Procedure

  1. Enter the incident subject in the Search for incidents here field at the top of the view then click the Search button.
    Search for incidents
  2. Select the method by which the incident was reported from the Reported Method list at the top of the view.
    Reported Method menu
  3. Select the incident priority from the Priority list at the top of the view.
    Incident Priority menu
    See Priority Levels for more information.
  4. Enter one or more tags in the Add a Tag field at the top of the view.
    Tags Settings menu
    Tags can help you 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 new status from the Status list at the top of the view.
    See Status Types for more information.
    Note: If you select the Resolved status, you might need to fill out the Resolution Note field, depending on the Workflow settings.
  6. In the Reporter section on the left side of the view, click the Add button button and select one of the following:
    • If the incident is being reported by someone who was previously added as a reporter, start typing the person's name in the Search for Reporter field. The list of matching names is refined as you type. When you find the reporter's name in the list, click 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 Workflow tab.
  7. In the Devices section on the left side of the view, click the Add button button and select one of the following:
    • To add a device that is currently being managed by the associated instance of SOTI MobiControl, start entering the device name in the Search for Device field and 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 will search all associated SOTI MobiControl instances.
    • To add a device that is not being managed by the associated instance of SOTI MobiControl, select Add Unmanaged Device and enter the device identifier.
    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 view, 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 view, click the Add button button. In the Choose Assignee field, type the assignee's name. The list of matching names is refined as you type. When you find the assignee's name in the list, click to select it. To assign the incident to yourself, select Assign to Me located at the top-right of the 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.
  10. In the Watchers section on the left side of the view, add or remove persons you want to be notified by email when this incident is updated.
    • To add an incident watcher, click the Add button button and enter the watcher's name.
    • To remove an incident watcher, click the × button next to the watcher you want to remove. Add watchers to an incident dialog box
    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.
    Incident activity notes button
    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. You can 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.
  14. To send an email, click Send Email.
    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. 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.