Manage incident actions
Incident actions are the follow-up work recorded in response to an incident. They live in the corrective actions section on the incident detail page, ordered newest first. Each action is linked back to the incident so you can track what was done and show a complete audit trail.
How to record an action
Open the incident detail page.
In the corrective actions section, select Record Action.
Choose the action type from the list.
Enter the required information and save.
The action is added to the timeline with a timestamp and the person who recorded it.
Action types
Each action type represents a different kind of follow-up work. The available types are listed below.
Create Task
Assign a task to someone as a corrective action. The form asks for title, description, priority, assignee or group, dates, and notes. After saving, the action appears in the timeline as Task Created and links to the task record.
If the task creation fails, the system shows the error Failed to create task.
Request Form
Request a form submission as a corrective action. After saving, the action appears in the timeline and links to the form request. The system shows Form request action recorded successfully when the action is saved.
Raise Issue
Raise a service desk issue directly from the incident. This opens the issue reporting form, then returns to the incident page. The action is recorded in the timeline and linked to the new issue.
Submit Request
Submit a service request directly from the incident. This opens the service request form, then returns to the incident page. The action is recorded in the timeline and linked to the new request.
Take Photos
Upload photos as evidence that a corrective action was completed or as part of the follow-up record. After saving, the action appears in the timeline.
Attach Files
Upload documents, spreadsheets, or other files as evidence of the action taken. After saving, the action appears in the timeline.
Send Distribution
You can send a distribution of a form, risk assessment or document as part of your actions to have an auditable record that team members had some information collected or provided to them. The form asks for the type of entity to distribute, the specific distribution, and notes.
After saving, the action appears in the timeline. You can view the distribution status, which may show Acknowledged, Overdue, or Pending. You can toggle Show recipients and Hide recipients to see who was sent the distribution.
Record a generic action
Use the generic action type to document any corrective action that does not fit the specific types above. After saving, it appears in the timeline with the details you entered.
Who can record actions
What you can see and do depends on your Incident module role.
Managers with the Incident module manage role can view and record actions. Members with the member role cannot see the corrective actions section at all.