PRACTICAL GUIDE

Use incident tasks and knowledge

Documentation verified 2026-10-08
Required access

Incident access and task or knowledge permissions for the intended action.

Break investigation into work items and reuse relevant answers.

Before you start

Incident access and task or knowledge permissions for the intended action.

Steps

  1. Open the incident tasks section to review or add INCTasks.
  2. Give each task a clear expected outcome and owner.
  3. Review linked knowledge or search for a relevant known error.
  4. Link a useful article and record how it applies to this incident.

Expected result

Tasks and knowledge are connected to the investigation.

Important behaviour

Marking an incident as a knowledge candidate creates follow-up work; it does not automatically create a finished knowledge article.

Create and assign an incident →Link assets to an incident →Read SLA information and resolve an incident →