Process an unassigned incident
Use the Unassigned incidents applet to assign, reassign, edit, or promote an incident to a major incident.
Before you begin
Role required: group manager
Procedure
-
On the My team landing screen, tap See All on the Unassigned incidents applet.
The Unassigned Incidents screen opens with a list of incidents.
-
To reduce the number of records on the screen, see Filter records in ITSM Mobile Agent to search for records that match specific search criteria.
-
On the Unassigned incidents screen with the list of incidents, swipe left on an incident to open the menu.
[Omitted image "unassigned-incidents.png"] Alt text: List of unassigned incidents with the swipe-left menu open.
-
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 [Omitted image "mobile_instances_send_droid.png"] Alt text: send icon. Assign to me Use this action to assign an incident to yourself. Assign On the Assign 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 field, and tap [Omitted image "mobile_instances_send_droid.png"] Alt text: send icon to submit. -
On the Unassigned incidents screen, tap a record in the list to open it and view more details.
-
On the Unassigned Incidents screen as shown in the following figure, choose one of the actions in the table as appropriate.
[Omitted image "unassigned-process.png"] Alt text: Unassigned incident record with its tabs and available actions.
|
Option |
Description |
|---|---|
|
Details tab |
Choose one to continue. - View the fields for details about the incident. The fields with an arrow have additional information.
|
|
Activity tab |
View the activity on the incident, such as field changes or assignment changes. Tap the add icon [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.
|
|
Related tab |
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. |
|
Calls |
View the list of all the calls related to an incident. Tap any of the calls to Add participants or to Join call |
---
title: Process an unassigned incident
description: Use the Unassigned incidents applet to assign, reassign, edit, or promote an incident to a major incident.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/it-service-management/itsm-mobile-agent/process-unassigned-incident.html
release: brazil
product: ITSM Mobile Agent
classification: itsm-mobile-agent
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Managing teams and incidents using the My Team applet, ITSM Mobile Agent, IT Service Management]
---
# Process an unassigned incident
Use the Unassigned incidents applet to assign, reassign, edit, or promote an incident to a major incident.
## Before you begin
Role required: group manager
## Procedure
1. On the My team landing screen, tap **See All** on the **Unassigned incidents** applet.
The **Unassigned 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/brazil/markdown/it-service-management/itsm-mobile-agent/filter-records-agent-mobile.md) to search for records that match specific search criteria.
3. On the **Unassigned incidents** screen with the list of incidents, swipe left on an incident to open the menu.
\[Omitted image "unassigned-incidents.png"\] Alt text: List of unassigned incidents with the swipe-left menu open.
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 \[Omitted image "mobile\_instances\_send\_droid.png"\] Alt text: send icon.|
|**Assign to me**|Use this action to assign an incident to yourself.|
|**Assign**|On the Assign 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** field, and tap \[Omitted image "mobile\_instances\_send\_droid.png"\] Alt text: send icon to submit.|
5. On the **Unassigned incidents** screen, tap a record in the list to open it and view more details.
6. On the **Unassigned Incidents** screen as shown in the following figure, choose one of the actions in the table as appropriate.
\[Omitted image "unassigned-process.png"\] Alt text: Unassigned incident record with its tabs and available actions.
<table id="choicetable_jl2_m2v_5jb"><thead><tr><th align="left" id="d428427e188">
Option
</th><th align="left" id="d428427e191">
Description
</th></tr></thead><tbody><tr><td id="d428427e197">
**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, assign, edit, or propose the incident as a major incident.
- Add any additional comments using the **Add comments** button.
- Use the **Assign to me** button to assign the incident to yourself.
- After the incident is assigned to you, resolve the incident after adding a resolution code and notes using the **Resolve** button.
</td></tr><tr><td id="d428427e239">
**Activity tab**
</td><td>
View the activity on the incident, such as field changes or assignment changes. Tap the add icon \[Omitted image "add\_icon.png"\] 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 id="d428427e293">
**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 id="d428427e302">
**Calls**
</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**
</td></tr></tbody>
</table>
| title | Process an unassigned incident |
| description | Use the Unassigned incidents applet to assign, reassign, edit, or promote an incident to a major incident. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/it-service-management/itsm-mobile-agent/process-unassigned-incident.html |
| release | brazil |
| product | ITSM Mobile Agent |
| classification | itsm-mobile-agent |
| topic_type | task |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| breadcrumb | Managing teams and incidents using the My Team appletITSM Mobile AgentIT Service Management |