Postpone Incident

Use case scenario: The incident has to be postponed and is waiting for some external information. For this purpose, the Follow-Up date has to be provided.

Note: The 'User Informed', 'Close Incident', 'User Not Accepted' and 'Giveback Incident' buttons represent so-called status actions. Using the status action results in an email containing the present status of an Incident sent to a user who earlier reported the Incident. The status information by email is provided to users at various points during the Incident lifecycle using the appropriate status actions.

Please see also the Email Templates topic to learn more about the linking of status actions to generating emails.

Also note that also the Description in the Incident Editor tracks the status history of the Incident with detailed information.

The following actions are involved in the process:

To postpone an Incident:

1. Select the incident you are working on from an appropriate Incident catalog and open it by double-clicking on it.

   The status of the selected ticket should be 'In Progress'.

2. Go to the Master tab and set the Follow-Up date.
3. Click Wait Internal.

   Incident status has changed to Waiting Internal.