Process a breached incident

---
title: Process a breached incident
description: View and manage breached incidents from your mobile device.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/itsm-mobile-agent/process-breached-incident.html
release: australia
product: ITSM Mobile Agent
classification: itsm-mobile-agent
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Breached incidents, Managing incidents and tasks using the My Work applet, ITSM Mobile Agent, IT Service Management]
---

# Process a breached incident

View and manage breached incidents from your mobile device.

## Before you begin

Role required: admin

## Procedure

1.  On the ITSM Mobile Agent landing screen, tap the **Breached incident** applet.

    The **Breached 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 **Breached incidents** screen with the list of incidents, swipe left on an incident to open the menu.

4.  On the menu, choose one of the actions as described in the table.

    |Action|Description|
    |------|-----------|
    |Add comments|Add any additional comments or work notes about the incident in this field and tap \[Omitted image "mobile\_instances\_send\_droid.png"\] Alt text: send icon.|
    |Reassign|Use this action to reassign an incident to another agent. On the Reassign incident screen, tap the **Assignment group** field, then select an agent from the **Assigned to** list. Add notes in the **Work notes** field. Tap \[Omitted image "mobile\_instances\_send\_droid.png"\] Alt text: send icon 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 \[Omitted image "mobile\_instances\_send\_droid.png"\] Alt text: send icon.|

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

6.  On the **Breached incidents** screen, choose one of the actions in the table as appropriate.

<table id="table_mmj_y35_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: mobile top menu icon 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, such as field changes or assignment changes. Tap \[Omitted image "add\_icon.png"\] Alt text: Add icon 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 switch 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, task SLAs, impacted services, and affected CIs. 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>
**Parent Topic:**[Breached incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-mobile-agent/breached-incidents.md)