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Managing a Saved Incident

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Upon saving your incident, it will display the incident details and the incident number assigned to the incident.

 

You will notice that with this incident, the user is instructed again to provide other mandatory information. They would do so by navigating to the “Add Supplemental Information” section on the request (listed on the right-hand side under “Actions”):

In this example, they can input the course ID and course name to add to the incident:

 

Add attachment - this action allows you to add an attachment to the incident. The current attachment file size limit is around 3MB. No limit has been found on the number of attachments that can be uploaded to an incident:

Once an attachment is added, you can view all attachments by navigating to the bottom of the incident and viewing the “Attachments” tab. Clicking on any of the attachments listed there allows you to open the attachment.

 

Add Note - this action allows you to add a note to the incident. Notes can be utilized to add details to the description, add support and troubleshooting information to the incident, etc. Once a note is added to the incident, the assigned group or analyst will receive an email notification that the new note has been added.

Once a note has been added (either by you or the analyst), you can view all notes by navigating to the bottom of the incident and viewing the “EU Note” tab. Clicking on any of the notes listed there allows you to open the notes to view:

 

Questions or Comments?

For all questions, comments, or requests regarding the Service Desk system, please contact the VCU IT Support Center at (804) 828-2227 for assistance.