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Managing Incident workflows
Who is this article for?Administrators configuring Incident routing.
Incident Stage Edit permissions are required.
When you raise an Incident, you determine what changes must be implemented and is responsible for working on those changes before the Incident can be resolved. This is managed using stages and actions.
This article shows you where you can add, remove, and order the Incident workflow.
1. Managing stages
1.1. Adding a stage
To add a stage:
- Access the Incidents module.
- Open an Incident record.
- Switch to the Workflow tab.
- Click Edit (Pencil icon).
- Click Add Stage.
- Select Stage Type.
- Fill out optional details.
- Click OK.
The new stage will be added to the bottom of the record.
1.2. Editing a stage
To edit a stage:
- Open an Incident record.
- Click Edit Stage.
- Make required changes.
- Click OK.
1.3. Deleting a stage
You can remove any stage that has not been closed yet from the workflow.
To delete a stage:
- Open an Incident record.
- Expand the stage section.
- Click Delete Stage.
2. Managing actions
2.1. Adding an action
To add an action:
- Open an Incident record.
- Expand the relevant stage section.
- Click Add Action.
- Set a Target Date.
- Assign an Owner.
- Enter Action Details.
- Click OK.
2.2. Editing an action
To edit an action:
- Open a Incident record.
- Expand the relevant stage section.
- Click Edit Action.
- Make required changes.
- Click OK.
2.3. Deleting an action
You can remove any action from any stage that has not been closed yet.
To delete an action:
- Open a Incident record.
- Expand the relevant stage section.
- Tick the action.
- Click Delete Action.
3. Ordering workflows
Stages are displayed in the order defined by the CA/PA template but can be reordered at any time.
To reorder the workflow:
- Open a Incident record.
- Switch to the Workflow tab.
- Click View Workflow Order.
- Use arrows to move stages around.
- Click OK.
1. Managing stages
1.1. Adding a stage
To add a stage:
- Open a Incident record.
- Click Add Stage....
- Select Stage Type.
- Click OK.
The new stage will be added to the bottom of the record.
1.2. Editing a stage
To edit a stage:
- Open a Incident record.
- Expand the stage section.
- Make required changes.
- Click Save.
1.3. Deleting a stage
You can remove any stage that has not been closed yet from the workflow.
To delete a stage:
- Open a Incident record.
- Expand the stage section.
- Click Delete Stage.
2. Managing actions
2.1. Adding an action
To add an action:
- Open a Incident record.
- Expand the relevant stage section.
- Click Add Action.
- Set a Target Date.
- Assign an Owner.
- Enter Action Details.
- Click OK.
2.2. Editing an action
To edit an action:
- Open a Incident record.
- Expand the relevant stage section.
- Highlight the action.
Alternatively, you can right-click its row. - Click Edit Action.
- Make required changes.
- Click OK.
2.3. Deleting an action
You can remove any action from any stage that has not been closed yet.
To delete an action:
- Open a Incident record.
- Expand the relevant stage section.
- Highlight the action.
Alternatively, you can right-click its row. - Click Delete Action.
3. Ordering workflows
Stages are displayed in the order defined by the CA/PA template but can be reordered at any time.
To reorder the workflow:
- Open a Incident record.
- Click View.
- Select Workflow Order.
- Use arrows to move stages around.
- Click OK.