Related Topics:
	Incidents

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.

Note: The fields and features in this area depend on the incident type and the configurable settings for the entity. Your website may have different fields enabled, with different names, and/or used in a different way that fits the needs of your organization.

• 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.

• Downtime for Service - the number of hours between the Service Response Date and the Completed Date.

• Response Time - the number of hours between the Occurrence Date and the Service Response Date.