Editing key incident fields

The procedure in this section describes the standard incident workspace; keep in mind that your workspace may contain different fields. Fields marked with a red label and asterisk are required fields and must be completed before you can save the incident.

To edit key incident fields:

1	Right-click the incident on the content pane and select Open>Incident.

2	Enter the following field information.

Field	Description
*Subject	Type a subject for the incident in this field. If the customer origi­nated the incident, this field contains the customer’s summary of the question, which you can edit if necessary.
Reference #	The incident’s reference number is a read-only field with a value assigned by RightNow Service.
*Status	Click this drop-down menu and select an incident status.
Assigned	Click this drop-down menu and select a staff member to assign the incident to. For information, refer to Re-queuing and reassigning incidents. Note: In the standard incident workspace, this field contains your name by default.
Disposition	Click this drop-down menu and select a disposition that indicates the resolution of the incident. There may be multiple levels of dis­positions for you to select.
*Contact	Click the Search button to the right of the Contact field to search for a contact to add to the incident; refer to Searching for contacts. To add a contact, click the New Contact button on the open Con­tact Search window; refer to Adding and editing contact informa­tion. Note: If the customer submitted the incident, this field contains the customer’s name.
Organization Name	This read-only field contains the name of the organization for the contact associated with the incident.
Product	Click this drop-down menu and select one or more product levels to indicate the product for the incident.
Category	Click this drop-down menu and select one or more category levels to indicate the category for the incident.

3	To add a flag to the incident, click the area next to the white flag at the top of the content pane.

a	To change the importance of the flag from No Importance, select red (High), blue (Medium), or green (Low).

b	To add text to the flag or edit an existing flag, select Edit Flag Text and add or edit text in the Edit Flag window that opens.

4	To add other key incident fields, click the Details tab and refer to Adding incident informa­tion on the Details tab.

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