To Review Past/ Current Incidents

You can review past and current incidents. Past Incidents are Incidents that were raised some time in the past and have since been closed after resolution. Current Incidents are Incidents that are open and pending resolution.

To begin your search, follow these steps:

1. Select the Review Past/Current Incidents menu option. The Review Past/ Current Incidents page is displayed.
2. Select the ownership status of the Incident for which you are searching. The system will base its search on the ownership status selected. The options available are Your Incidents, Organization Incidents or All Incidents. Only one option can be selected.

·         Selecting Your Incidents will instruct the system to search for and return results on incidents where you are the assigned customer.

·         Selecting Organization Incidents will instruct the system to search for and return results on incidents where your organization is the assigned customer. If you are not linked to an organization, this option will not be displayed.

·         Selecting All Incidents will instruct the system to search for and return results on all incidents where the permission to view has been enabled for your user role. This could include incidents where other organizations or other users are the assigned customer.

3. Select the Summary Only option if you want the search results to be displayed in a summarized format; otherwise, you can leave this field blank.
4. In the Incident # field, type the Incident No or Call No. Leave this field blank if you are not searching for a specific Incident. If you specify Incident #, it takes precedence over all other search criteria. Only the Incident # is then used for locating Incidents.
5. Select the Incident status. The Incident status can be Open Incidents, Resolved < 1 Week or Resolved < 4 Weeks. Only one option can be selected.

• Selecting Open Incidents will instruct the system to search for and return results on incidents that are currently open.
• Selecting Resolved < 1 Week will instruct the system to search for and return results on incidents that were closed (resolved) in the last week.
• Selecting Resolved < 4 Week will instruct the system to search for and return results on all incidents that were closed (resolved) in the last 4 weeks.

6. Click OK to view the search results. Your search results are displayed on the Review Past/ Current Incidents page. If you selected the Summary Only option in step 3, the Incident Summary page is displayed. You can view the details about an Incident by clicking  .

You can use the Advanced Search Options to widen the scope of your search by specifying additional search criteria. To return to the Review Past/Current Incidents page, click the Back button.

Using Advanced Search Options

The Advanced Search Criteria function provides you with more search options. You can use this function to assist your search should the standard search not yield the desired results.

1. Type in key words or details in the Text Search field. This will instruct the system to search and match the typed entry against all searchable text fields of the Incident.
2. From the Service list, select the service relating to the Incident/s for which you are searching.
3. From the Priority list, select the priority relating to the Incident/s for which you are searching.
4. Type a From and To date to specify the time period between which the Incident/s you are searching for were logged.
5. Click OK to view the search results. Your search results are displayed.

No Search Results Displayed

If your search does not return any results, modify search criteria to make it more general. You can do this by searching for All Incidents and clearing the options under Advanced Search Criteria.

Too Many Search Results Displayed

If your search returns too many results, refine your search by providing more information about the Incident/s for which you are searching. You can do this by completing the Advanced Search Criteria options.

 

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