Managing Incident Stage Actions

Each incident stage can have stage actions, which are individual items of work that must all be performed before the stage itself can be closed.

Remember if you make any changes to actions, you must click the

icon to save the incident.

Once all the actions belonging to an incident have been completed, you can complete the stage.

1. Adding / Editing / Deleting an Action

You can only add, edit or delete actions against open stages (i.e. stages which do NOT have this icon - ).

Open the Incident details view and expand a stage.
To edit an existing action, click the link in the actions or details columns.
To add a new action, click the icon to the left of the stage. An action can have the following fields:
- Action Number: This will be assigned automatically and cannot be changed.
- Target Date: The date by which the action should be completed.
- Closed Date: This field will be completed when the action is completed.
- Owner: The person responsible for completing the action.
- Action Details: Enter all the information to guide the owner on the work required.
- Action Response: This field will be completed by the owner when completing the action.
Click [OK] to save the action. When work can begin on the stage, the owner will be notified.

You can remove any action from a stage by clicking the icon, followed by [OK] to confirm.

2. Completing / Reopening an Action

Remember if the stage the action belongs to has a icon, work cannot begin on the stage actions until a previous stage (and any actions) have been completed.

Normally it is the responsibility of the stage action owner to complete the stage although you may have permission to do this on behalf of another user. To complete an action:

Within the Actions section of an incident stage, either click the hyperlink in the Number / Details column or click the icon (if you use the icon, the Completed By and Closed Date fields will be filled in automatically. If you simply open the action, you will need to fill in these fields yourself).
Enter information about what work has been performed to complete the action into the Action Response field, then click [OK] to save.

If you wish to reopen a stage action, open the action and remove the date from the Closed Date field.