Managing Incident Stages and Closing the Incident

 

You cannot add a new stage, delete an existing stage or adjust the stage workflow in the Web client (you will need to use the Windows version of Q-Pulse). However, you can edit existing stage types. To do this:

 

1. Open the Incident details view and expand the stage you wish to change.
2. Click the icon, select a new stage type, then click [OK].
3. You can also change the owner, target date or details.
4. If you make any changes, click the icon at the top-left of the record.

 

Once all of a stage's actions have been completed (i.e. the Closed Date has been filled in), the stage itself can be closed. To do this:

 

1. Within the stage, click the icon.
2. You will be shown a warning asking whether you wish to save any recent changes. If so, click [Cancel], then click icon at the top-left of the record, then click the icon again.
3. Your name and today's date will appear in the Completed By and Closed Date fields. If you change either field, remember to click again.

 

To reopen a closed stage, click the icon. You will need to add a reason for reopening and click [OK]. This will be stored in the Notes section of the Incident Properties.

 

Once all the stages have been closed, you can close the incident. To do this:

 

1. Enter your name and today's date into the Closed By and Closed Date fields.
2. Change the status of the incident to "Closed".
3. Click the icon to save the record.

 

- Please note that if you want to re-open the incident, you will need to do so in the Windows version of Q-Pulse.