Assigning Incidents

Assigning an incident identifies an owner who is responsible for seeing it through to resolution.

To ensure effective incident collaboration and management, assign each incident to a responsible party who will see the event through to resolution. If you are the one who will be responsible for the incident, assigning it to yourself ensures that your teammates know it is being handled so they can focus on other incidents.

Incidents can be filtered and searched by assignee to make it easy to keep focused only on relevant tasks.

Assigning an Incident

To assign an incident:

  1. In the incident feed, hover over the incident which you wish to assign to yourself or another person.
  2. Click on the Assign Incident icon on the left-hand side of the incident.
    OR
    Select an incident, and then click Assign Incident at the top right of the incident details pane.
Assign IconAssign Icon

Assign Icon

  1. Select the BigPanda user to whom you want to assign the incident. Select your name to assign the incident to yourself.

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When the list opens, your name appears at the top.

Assign DropdownAssign Dropdown

Assign Dropdown

Once the incident has been assigned:

  • The assignee's profile image appear on the incident
  • The assignment is added to the recent activity feed.
  • If the assignee is currently logged in, a notification appears on their BigPanda UI.
  • When you hover over the assignee's profile image, you can see the assignee's name, who assigned them the incident, and when the incident was assigned to them.
Assignee InformationAssignee Information

Assignee Information

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Assigning Multiple Incidents

You can assign multiple incidents at the same time by using the bulk actions selection boxes.

Reassigning Incidents

You can reassign an incident to a different assignee or decide to remove the current incident assignment and leave the incident unassigned.

To reassign an incident:

  1. On the incident, select the current assignee's profile image.
  2. From the dropdown list, select the person to whom you want to reassign the incident.
  3. To remove the current assignment without assigning it to a new user, select Unassign.
Reassigning IncidentsReassigning Incidents

Reassigning Incidents

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Assignments for Resolved and Reopened Incidents

When an incident is resolved, it remains assigned to the same user to ensure that the information is available for searches and historical investigations. If the incident is reopened, the incident is automatically assigned to that same user.

To instead have incidents reopen without a user assigned, please contact support at [email protected] to create an unassign on reopen window for your organization. Any incident that has been resolved for longer than the defined window will become unassigned upon reopening. To trigger correctly, the unassign on reopen window must be shorter than the reopen window.

For more information about when incidents are reopened see the Incident Life Cycle Logic documentation.

Filter By Assignee

In addition to keeping clear tracking of individual incidents, assignments can also be used to filter the incident feed. Filter by your own name to get a clear picture of incidents you are responsible for, or by another team-member's name to get visibility on their workload.

To filter the incident feed by assignee:

  1. Select the Filter by Assignee icon on the Incident Feed.
Filter By Assignee IconFilter By Assignee Icon

Filter By Assignee Icon

  1. In the Filter by Assignee dropdown, select your name or another assignee’s name from the list of names. Select Unassigned to see any incidents that don’t yet have ownership assigned.

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You can only search the filter one name at a time.

  1. To refilter the list, clear the filter and select a new assignee from the dropdown list.
Clear filter OptionClear filter Option

Clear filter Option

When a new incident is assigned to you after you have filtered the incident feed, it does not appear on your list of assigned incidents. To display any new incidents assigned to you after filtering the incident feed, refresh the incident feed by selecting Refresh below the filter icon. After refreshing the incident feed, new incidents are added to your list of incidents, and these incidents are also updated in real-time.

Refresh ButtonRefresh Button

Refresh Button

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Filter by email

You can also filter the incident feed using an assignee’s email address. In the Search Incidents text box, enter “assignee = <Email_address>.”

The filter displays a list of all incidents assigned to the selected assignee.

Searching Incident Assignments

You can use Incident Assignments in Unified Search to search through current and historical incidents. Search for either the assignee or for the user who last changed the assignment (the assigner).

On the Search tab, enter a keyword search for the user's email address or type a more complex query using BigPanda Query Language (BPQL).

  • For incidents assigned to a specific person, use the format: assignee =
  • For unassigned incidents, use: *assignee != **
  • For incidents where a specific person changed the assignee, use the format: assigner =

For more information about searching, please see the {Unified Search](doc:unified-search) documentation.