Adding incident information on the Details tab

The standard incident workspace contains a Details tab where you can enter additional infor­mation about the incident.

To add incident information on the Details tab:

1	Right-click the incident you want to edit and select Open>Incident.

2	Click the Details tab.

3	Enter the following field information.

Field	Description
Mailbox	Click this drop-down menu to select the mailbox from which the incident response will be sent.
Source	This is a read-only field that identifies the source of an incident, whether it is added by a staff member or a customer.
Severity	Click this drop-down menu to select a severity level for the inci­dent.
*Interface	Click this drop-down menu and select an interface. Note: By default, the incident’s interface is set to the interface where the incident was created; usually, you will not need to change it. Among other things, the interface determines the language of the message bases used for automatic responses to the incident.
Language	Click this drop-down menu and select a language. Note: If your site has multiple interfaces for different languages, be sure you have also selected the interface that uses the language you want used in the response to the customer.
SLA Instance	Click this drop-down menu to credit the incident to an SLA instance that has been applied to the contact or the organization to which the contact belongs. Refer to Understanding SLAs for infor­mation about applying SLA instances and crediting incidents to them.
Queue	Click this drop-down menu and select a queue into which to move the incident from your inbox. Refer to Re-queuing and reassigning incidents.
Custom Fields	If your RightNow administrator has added incident custom fields, you can enter that information on the Details tab.

Copyright © 2000, , Oracle Corporation and/or its affiliates. All rights reserved. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners.