Service > Incidents > Working with incidents > Overview for editing incidents
Overview for editing incidents

You can search for the incident you want to open using one of the methods previously described. Or you can open the incident from the list of records on the content pane by right-clicking it and selecting Open>Incident.

The following list provides an overview of the steps involved in working an incident.

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Complete the incident fields. Click here.
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Compose your response to the customer. Click here.
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To add content to your response, click here.
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To add or edit contact information, click here.
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To track the time you spend editing the incident, click here.
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To add or edit tasks associated with the incident or its contact, click here.
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To add or edit organization information, click here.
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To attach one or more files to the incident, click here.
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To present an offer to a customer who is eligible for one, click here.
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To create an opportunity for the sales department to follow up, click here.
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Send a response to the customer. Click here.

You can save the incident at any stage of the process and either continue editing or close the incident and return later to complete it.

Note 

When you save an incident, it is evaluated by the rules engine. Your RightNow administrator may have added business rules to simplify and automate your work. If you save an incident without closing it and the incident matches one or more rules, it is possible that the incident will be automatically modified by the rules engine.
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