Incident Summary Area

The Incident Summary area of the Incident page provides a quick at-a-glance summary of key details for an existing incident. This area is not displayed until the record is created.

  • Assign to Problem # - links to the problem(s), if any, that the incident is assigned to. (See "Assigning an Incident to a Problem.")
  • State - the current state of the incident (e.g., "Open," "Closed," etc.).
  • Occurrence Date and Reporting Date - the date when the incident occurred and the date when the record was created.
  • Owner - the user who has primary responsibility for the incident.
  • Creator, Reporting Org - the user who created the incident and the organization specified in that person's user account (e.g., "Engineering," "Product Safety," etc.).
  • Category - the category assigned to the incident.
  • Responsible Part - the generic template part(s) that the incident pertains to.
  • Last Updated By and Last Updated - the user who saved the last change for the incident, and the date/time (if the preference is enabled for the current entity).

If the incident was reported for a specific serialized system:

  • System Configuration - links to the full record of assemblies and parts that may be tracked for the system. (See Serialized page.)
  • System Status - the current operational status of the system (e.g., "Running," "Down - Waiting on Part," etc.)
  • Time Metrics - (e.g., "Run Hrs / Starts / kW Hours) - up to three time/usage metrics that were reported for the system at the time of the incident. Click the link to view a history of all saved time/usage reports for that system.
  • Customer Support # - links to the customer support information (CSI) for the system, if applicable.
  • Unit Location - the location of the system at the time of the incident.
  • Distributor and ASP - the distributor and authorized service provider that are currently assigned in the CSI record for the system, if applicable. Click the links to view the contact details.
  • ASP Field Service Tech - the technician assigned to the incident. Click the link to view the contact details.
  • Response Time - the number of hours between the Occurrence Date and the Service Response Date. This is only displayed if the Service Response Date is enabled for the entity.
  • Downtime - the number of hours between the Occurrence Date and the Completed Date.

Related Topics and Links