Okay, the first thing you need to do is check you're in the correct Incident. Remember, each Incident has three default Rooms and other standard named Rooms.
So how do you check the Incident you currently have open?
In the example below, the Incident Name is highlighted - STENNINGSLANE
If you're in the wrong Incident, then click the X next to the Incident name to close it. Click on Incidents tab and find the correct one.