Completing an Incident and Reviewing Status History

When an incident is completed, specify the appropriate status (Closed, Complete, or whatever status your company uses to indicate completion) in the Status Code field on the Incidents form. (When you define status codes on the Service Status Codes form, you determine which statuses indicate completion by selecting the Closed check box.) For an incident with a completed status, all fields except the Status Code field are disabled on the Incidents form.

You can review the history of all changes to this incident's status code, for example, to see if the incident was on hold at any point or if it was opened and closed more than one time. To do this, click History on the Status tab of the Incidents form. The Incident Status History form is displayed. Whenever the incident status code was changed, a snapshot of other information was stored: owner, date of the change, and user.

Click Details on the Incident Status History form to launch the Incidents form, linked to a selected incident.

Click Show Current on Map to show the GPS coordinates for the currently selected row on the Map form.

Click Show Collection on Map to show the GPS coordinates for all records in the grid in a trail on the Map form.