---
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>