Work on incidents assigned to you

---
title: Work on incidents assigned to you
description: Use the My incidents applet to work on the incidents that are assigned to you.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/itsm-mobile-agent/assigned-incidents-mobile.html
release: australia
product: ITSM Mobile Agent
classification: itsm-mobile-agent
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Managing incidents and tasks using the My Work applet, ITSM Mobile Agent, IT Service Management]
---

# Work on incidents assigned to you

Use the My incidents applet to work on the incidents that are assigned to you.

## Before you begin

Role required: none

## About this task

From a single screen on your mobile device, you can resolve, reassign, and edit incidents assigned to you, add comments and work notes, and view incident details.

## Procedure

1.  On the ITSM Mobile Agent landing screen, tap **See All** on the **My incidents** applet.

    The **Assigned Incidents** screen opens with a list of incidents.

2.  To reduce the number of records on the screen, see [Filter records in ITSM Mobile Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-mobile-agent/filter-records-agent-mobile.md) to search for records that match specific search criteria.

3.  On the **Assigned incidents** screen with the list of incidents, swipe left on an incident to open the menu.

    \[Omitted image "swipe-left.png"\] Alt text: Swipe on incident to open the menu

4.  On the menu, choose one of the actions to process the incident.

    |Action|Description|
    |------|-----------|
    |Add comments|Add any additional comments or work notes about the incident in this field and tap the send icon \[Omitted image "mobile\_instances\_send\_droid.png"\] Alt text:.|
    |Reassign|Use this action to reassign an incident to another agent. On the Reassign incident screen, tap the **Assignment group** field to change the assignment group. Select the agent from the list in the **Assigned to** field and add any notes in the **Work notes**, and tap the send icon \[Omitted image "mobile\_instances\_send\_droid.png"\] Alt text: to submit.|
    |Resolve|On the Resolve incident screen, tap the **Resolution code** field and choose a code for the resolution, add notes in the **Resolution notes** field, and tap the send icon \[Omitted image "mobile\_instances\_send\_droid.png"\] Alt text:.|

5.  On the **Assigned incidents** screen, tap a record on the list to open it and view more details.

6.  On the **My Incidents** screen, choose one of the actions in the table as appropriate.

<table id="table_osw_tzt_gmb"><thead><tr><th align="left">

Option

</th><th align="left">

Description

</th></tr></thead><tbody><tr><td>

DETAILS tab

</td><td>

Choose one to continue. -   View the fields for details about the incident. The fields with an arrow have additional information.
-   At the top right of the screen, tap the menu icon \[Omitted image "mobile-top-menu.png"\] Alt text: to reassign, edit, or propose the incident as a major incident.
-   Add any additional comments using the **Add comments** button.
-   Resolve the incident after adding a resolution code and notes using the **Resolve** button.


</td></tr><tr><td>

ACTIVITY tab

</td><td>

View the activity on the incident like field changes or assignment changes. Tap the add icon \[Omitted image "add\_icon.png"\] Alt text: to perform any of the following activities on the incident. 1.  **Record Video**: Record a video to be attached to the incident.
2.  **Open Gallery**: Open your photo gallery to attach an existing image or a video to the incident.
3.  **Take Photo**: Take a picture and attach it to the incident.
4.  **Attach File**: Attach a file from another application to the incident.
5.  **Add Additional Comments**: Add any additional comments to the incident.

**Note:** The comments can be made visible to the customer if you enable them using the toggle bar on the **Additional Comments** field.

6.  **Add Work Notes**: Add your work notes on the incident.


</td></tr><tr><td>

RELATED tab

</td><td>

View the related lists of the incident, such as child incidents, incident tasks, SLAs, impacted services, affected CIs, and attached published knowledge articles \(translated versions if available\). Tap the arrow to view more details of these related items.

</td></tr><tr><td>

CALLS tab

</td><td>

View the list of all the calls related to an incident. Tap any of the calls to **Add participants** or to **Join call**. Tap the menu at the top of the Conference Call page and tap **End call** to end the call.

</td></tr></tbody>
</table>