Change statuses, comments, and other incident properties

You typically want to keep existing incident projects updated to optimize incident management and document the latest development and information related to the incident.

Examples of when to update your incident project:

• The status of the incident management stage has changed, and therefore you update the status A detail about an incident. With incident statuses, you can track the investigation progress of incidents. Examples of incident statuses are: New, In progress, On hold, Closed in your incident project too.

• You have made an additional call or received a new call about the incident, and therefore you add information about the call to the incident project.

• You have exported the incident project and therefore add a comment about where you saved the export on your organization's network.

To update your incident project:

1. Select the Incidents tab and double-click the incident project you want to update.

If you can't find a specific incident project, you can use the filter options. See Filter for incident projects.

2. On the Main details tab, you can update the status of the incident management. You can also change the type of the incident, but typically this property doesn't change over time.

   You can't change the ID, the Created by, or the Start and end time properties.

3. On the Categories tab, select and update relevant categories.

4. On the Comments tab, enter additional free text information about the incident.

5. On the Calls tab, add information about new calls you have made or received in connection with the incident.