Follow an Incident

Typical use case scenario: Carl is very interested in the ticket he has created and assigned and he would like to be informed when the ticket is solved.

The following actions can be used in the process:

If you want to follow an Incident, the following stages are involved:

• Stage 1: Open the Incidents catalog.
• Stage 2: Use the Follow action on the selected Incident and specify the Following options.

• Stage 3: Finalize the process.

Open the Incidents Catalog

To open the Incidents catalog:

• Use the Smart Tile on the Start Page of the Incident Manager business view

  Using the tile on the Incident start page is the fastest way to open the Incident catalog.

  Note: If not present, tiles can be easily added by the Start Page customization.

• Use the Smart Tile from the 'Tiles' InfoObject

  The 'Tiles' InfoObject provides access to all available Smart Tiles, the Incidents tile included.

• Call the action from the Sidebar InfoObject

  In the Sidebar, go to Catalog > Ticket > Incidents

  Note: You may need to add the Sidebar InfoObject to the Work Perspective. When adding the 'Sidebar' InfoObject, make sure that the 'Incident Manager' is the current business view (as the sidebar content is business view specific).

Use the Follow Action

In the Incident catalog, search for the affected incident using the Quick Search box and:

1. Select the Incident Ticket which you want to follow.
2. Right click on the Incident to call the context menu.
3. Select Follow.

   The Following options dialog box opens.

   Note: If the Follow action was selected from the right-click menu on the ticket editor, the Following options dialog box opens and the rest of the process is the same.

4. Set the time span of the follow using the Follow from and Follow until date fields.

   The Active check box allows you to decide if the following process will be enabled immediately.

   Below in the Notify on Statuses section, you can select which statuses you want to follow. For example, you may select the 'Solved (IN)' status if you want to be informed in case the incident is solved.

5. Click OK to complete.

Finalize the Process

Now it is up to the follower to check his mailbox: When the ticket gains the selected status, the follower gets an email notification.

Note: The followed tickets are registered in a special 'My followed tickets' catalog. This catalog can be called using the 'My Followed Ticket' Smart Tile. The 'My followed tickets' catalog can be also found in the 'Ticket' sidebar folder of the work perspective of business views dealing with the Ticket object type.

To learn more about the ticket following, see also the Followed Tickets topic.