Viewing or Searching for Incident Requests

To view incidents, select the Incident Management feature from within Goverlan:

Goverlan Incident Management View

If you do not see this feature, it may not be configured, see: Enabling Incident Management

Query Filters

The incidents displayed in the main view are controlled by the selected filters in the ribbon bar. Check or uncheck any of the Assignment filters or State filters to modify the contents of the main view.

The maximum number of incidents returned is controlled by the Max Rows Per Query configuration setting. The number of returned rows is displayed in the status bar of the application. If a query results in the maximum number of rows, the row count descriptor in the status bar will flash.

Column Selection

By default, not all available columns are displayed. To modify which information is displayed, place your mouse cursor over the headers of the list, click on the down arrow on the right side of any column and select Show / Hide Column:

Accessing the Native Service Desk Portal

Quickly access the native service desk client portal by clicking on the provider icon in the ribbon bar:

By default, the destination is the home page of your service desk client portal. However, it can be customized to your favorite location by configuring the Operator Console URL in the Incident Management section under General Settings.

Searching the Incidents Repository

To search the full repository of incidents, click on the Search All Incident buttons in the ribbon bar.

Enter the word or sentence that you wish to search and click on the search button.

The primary string attributes are searched including: Title, description, comments and resolution code. The resulting incidents are returned grouped by the attribute name where the search string was found.

Incident Management Simple Search

Click on More Options button to disclose additional search parameters.

Incident Management Advanced Search

Click on the Attribute field to disclose the available sub-attributes that can be searched:

Then enter the desired value for the selected attribute and click on the Add button:

Some attributes require an exact value whereas some attributes accept a partial string. To find out, monitor the term title which will change to Contains or Equals

You can add as many search attributes as you need. When multiple attributes are configured, they must all be true to return an incident.

Incident Management Search

You can further narrow your search by specifying a time range of the creation or resolution date of an incident. Note that the primary search string is optional and can be left blank.

Once the desired incident is found, double click on it to open its details in the main view.

Next: Managing Incident Information

Updated on July 1, 2019

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