---
module: incident.incident-management
title: Incident Management
tab: Customer
order: 10
audience: customer
---

Your working list of everything that needs attention across your fleet. Use this screen to track, assign, and resolve incidents from the moment a device reports a problem to the moment it's closed.

## 🗂️ Active vs. Parked
- **Active** — the day-to-day queue of open, assigned, in-progress, and resolved incidents.
- **Parked** — incidents you've set aside for later so they don't clutter the active list.

## 🔍 Find the right incidents
1. Open the **Filters** sidebar on the left.
2. Narrow by **Group**, **ATM** (terminal ID, name, or location), **Incident #**, **Status**, **Severity**, **Type**, **Technician**, or **Helpdesk**.
3. Use **Incident Text** to search across descriptions, titles, and notes.
4. Click **💾 Save preset** to store a filter combination you use often, then reload it any time.

> Sort any column by clicking its header, and use **⚙ Columns** to show, hide, or resize columns.

## ✏️ Work an incident
1. Click a row to open its detail panel.
2. **Assign** a technician or helpdesk person from the dropdowns.
3. Move it through its workflow — **Assign**, **Start**, **Resolve**, **Close**, **Reopen**, or **Park** — depending on its current status.
4. Add **Notes**, review the **Event Timeline** from the device, and see any **Linked Tickets**.
5. **Reclassify** the incident type if it was categorized incorrectly.

> Closing an incident flagged as **Possible Fraud** requires a note before it can be closed.

## ✅ Handle several at once
1. Tick the checkboxes on the incidents you want.
2. **Close** them in bulk, or **🔗 Link** two or more together (they must belong to the same device).

## What you're looking at
- **ATM** — the device the incident belongs to.
- **Type** — what kind of problem it is (e.g. Card Reader Fail, Cassette Low).
- **Severity** — Critical, High, Medium, or Low.
- **Status** — Open, Assigned, In Progress, Resolved, Closed, or Parked.
- **Helpdesk / Technician** — who it's assigned to.
- **Created / Updated** — when it was raised and last touched.

> Good to know: turn on **Auto-refresh** in the top bar to keep the list current, or hit the **↻** refresh button any time. The counter next to the toggle shows when the next refresh is due.
