--- title: Unassigned incidents description: Use the Unassigned incidents applet to assign, reassign, edit or promote to a major incident. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/itsm-mobile-agent/process-unassigned-incident.html release: australia product: ITSM Mobile Agent classification: itsm-mobile-agent topic_type: task last_updated: "2026-03-12" reading_time_minutes: 2 breadcrumb: [Managing teams and incidents using My Team applet, ITSM Mobile Agent, IT Service Management] --- # Unassigned incidents Use the Unassigned incidents applet to assign, reassign, edit or promote 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. If you want to reduce the number of records on the screen, see [Filter records](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 **Unassigned incidents** screen with the list of incidents, swipe left on an incident to open the menu. \[Omitted image "unassigned-incidents.png"\] Alt text: Unassigned Incidents 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** and tap \[Omitted image "mobile\_instances\_send\_droid.png"\] Alt text: send icon to submit.| 5. On the **Unassigned incidents** screen, tap a record on 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 process

Option	Description
Details tab	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 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 mebutton to assign the incident to yourself. - Once assigned to you, resolve the incident after adding a resolution code and notes using the Resolve button.
Activity tab	View the activity on the incident like field changes or assignment changes. Tap the add icon \[Omitted image "add\_icon.png"\] Alt text: Add iconto 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 anotther 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.
Related tab	View the related lists of the incident, such as, child incidents, task SLAs, impacted services and affected CIs. Tap on the arrow to view more details of these related items.
Calls	View the list of all the calls related to an incident. Tap on any of the calls to Add participants or to Join call

Option	Description
Details tab	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 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 mebutton to assign the incident to yourself. - Once assigned to you, resolve the incident after adding a resolution code and notes using the Resolve button.
Activity tab	View the activity on the incident like field changes or assignment changes. Tap the add icon \[Omitted image "add\_icon.png"\] Alt text: Add iconto 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 anotther 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.
Related tab	View the related lists of the incident, such as, child incidents, task SLAs, impacted services and affected CIs. Tap on the arrow to view more details of these related items.
Calls	View the list of all the calls related to an incident. Tap on any of the calls to Add participants or to Join call