Managing your workload

Steps:

1. Click the My High Priority (2) link for example. 

   Step 1

2. Click the INC0011372 link.

   Step 2

3. Click the Notes tab.

   Step 3

4. Click in the Work notes: field.

   Step 4

5. Enter into the Work notes: field. Enter "OWA is still unavailable.  ICEX1 has crashed.  Please can you confirm that you are able to access Outlook, but unable to access OWA, as an example. ".

   Step 5

6. Click the Incident tab.

   Step 6

7. Click the Await Customer button.

   Step 7

8. Click the INC0011372 link.

   Step 8

9. Click the Notes tab.

   Step 9

10. Click in the Work notes: field.

    Step 10

11. Enter into the Work notes: field. Enter "The OWA server has been rebooted.".

    Step 11

12. Click the Incident object.

    Step 12

13. Click the Save button.

    Step 13

14. Click in the Customer Notes (Customer visible): field.

    Step 14

15. Enter information into the Customer Notes (Customer visible): field. Enter "Our specialist teams are investigating this matter.  ".

    Step 15

16. Click the Incident object.

    Step 16

17. Click on the search button in the assignee group field to select the team the job is going to be assigned to.

     

    Click the 2L Administration Support link to select this team as the assignee group. 

    Step 17

18. Click the Lookup using list button.

    Step 18

19. Click the Internet Explorer Main Window window.

    Step 19

20. Press [Delete].

    Step 20

21. Click in the Assigned to: field.

    Step 21

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