How to assign an incident
Assigning an incident is how you say "I've got this". It stops anyone else spending time on the same case, and it gives the incident an owner by the time the next person looks at the list.
How to take an incident yourself
- Open the building you want to work on. See How to switch building and search for a building.
- Go to Incidents > Incident handling in the sidebar.
- Open the incident.
- Click Assign to me among the action buttons at the bottom of the page.
The Assigned to field now shows your name, and the activity log records that the incident was assigned.
Note: If the incident is already taken, the message says Incident is already assigned. Check the Responsible column in the list before opening — it saves you the trip.
How to assign it to somebody else
- Open the incident.
- Choose the person in Assign to user:.
The change saves automatically, and the activity log shows who assigned it to whom.
How to pass the incident along the rotation
If you were notified because you're in an alert group, and the case belongs to somebody else in the rotation:
- Open the incident.
- Click Send to the next person.
The incident passes to the next person by priority in the group. If you're last, the message says You are the last person in the group. If the group is set to notify everyone at once, it says All group members notified.
Who was notified, and who is responsible
Two different things:
- Notified is whoever received the SMS or email, decided by the alert configuration.
- Assigned to is whoever has taken the case.
An incident can be notified to five people and assigned to nobody. The Current person on rotation (notified) field shows where notification currently stands.
Note: The tooltip This person is not notified if the alert configuration for this incident is muted is worth reading. If the configuration is set to Mute, nobody is notified even though they're listed as responsible.
Frequently asked questions
Do I have to save after assigning?
No. Status changes, reassignment and comments save automatically. Only Assign to me and Send to the next person are separate action buttons.
Why don't I see any action buttons?
The message No action buttons are available for this incident means there are no actions for this incident in your situation — if it's already resolved, for example.
What if nobody assigns the incident?
It stays Unresolved with an empty Responsible. If the alert configuration has a fallback group, the notification passes there after the timeout — see How to add exceptions and a fallback group.
There's nobody to choose from?
The message No people found means there are no responsible people for the incident. Check the member list in the alert group.
Tip!
Assign the incident to yourself before you start investigating, not after you've solved it. The point of assignment is to prevent duplicated work while the case is live — afterwards it's only a log entry.