Record incident activity and worknotes

Maintain an understandable investigation trail.

Before you start

Permission to edit the incident.

Steps

1. Open the incident and review existing activity.
2. Choose the appropriate audience for your update where the interface exposes public/internal options.
3. Describe what you observed, tested and concluded.
4. Attach supporting material without unnecessary personal or confidential data.
5. Save the update and check it appears in the activity stream.

Expected result

The investigation history supports the next person working on the issue.

Important behaviour

Do not assume that every worknote is customer-visible. Check the audience control and permissions before adding sensitive internal details.

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