In SimpleOne there are three ways to create an incident: 

Create an end-user Incident via the agent interface

To create an incident, complete the steps below:

  1. Navigate to Incident Management → New.
  2. Fill in the fields.
  3. Click Save or Save and Exit to apply the changes.

You can copy the record number, title and link via the hamburger menu. To do this, click Generate link.

New Incident form fields

FieldMandatoryDescription
NumberYIncident number. This field has the INCXXXXXXX format and is populated automatically.
CallerYSpecify the originator of the incident. The field is not displayed on the form if the Infrastructure incident checkbox is selected.
CompanyNSpecify the company to which the incident is related.
Contact TypeY

The source from which the request is received. Available options:

  • Phone
  • Email
  • Self-service

When a record is saved, the field is read-only.

ServiceYSpecify the service affected by the incident.
Related CIsNSpecify the related configuration items affected by the incident.
Assignment GroupY

Specify the group assigned to work on the incident.

When an incident is assigned to a responsible group, the Assigned User field becomes non-mandatory for the states Registered and Assigned.

There is a dependency between the Assigned User and Assignment Group fields. To learn more, refer to Restrictions for assignment. 


Later, you can reassign the incident by changing the value of this field or clicking Reassign in the upper right corner. 

Assigned UserY

Specify a responsible person to work on the incident. This field is mandatory for the states In Progress, Completed and Closed.

When an incident is assigned to a user, the Assignment Group field becomes non-mandatory for the states Registered and Assigned.

To reassign a user or a group, use the Reassign button at the top right corner of the window, or set a new assigned user, or a group by clicking the magnifier icon next to the Assigned User field. As a result, the incident state changes to Assigned.

There is a dependency between the Assigned User and Assignment Group fields. To learn more, refer to Restrictions for assignment. 

Later, you can reassign the incident by changing the value of this field or clicking Reassign in the upper right corner. The state of the incident will automatically change to Assigned, unless it is already in this state.

SubjectYAdd a brief description of the incident. After saving, the field is hidden from the form.
DescriptionNAdd a detailed description of the incident.
Steps to ReproduceNSpecify the steps to reproduce the incident.
ScreenshotNUpload screenshots supporting the incident, if any. 
StateN

Specify the work state and progress of the incident. Available options:

  • Registered
  • Assigned
  • In Progress

See the Incident process article to learn more.

External TaskN

Specify the task to do for the external company.

The field appears on the form when the state is External Processing. If the field is populated, it is displayed in other states.

External CompanyN

Specify the company that works on the incident task externally.

The field appears on the form when the state is External Processing. If the field is populated, it is displayed in other states.

Impact  

Y

Measure the impact caused by the incident on the business processes. Available options:

  1. Low
  2. Medium
  3. High
  4. Very High
UrgencyY

Specify the urgency of the request. Typically, it is evaluated based on the time remaining until the incident impacts the business. Available options:

  1. Low
  2. Medium
  3. High
  4. Very High
PriorityY

Identifies the importance of the incident. This field is populated automatically based on the value of the Impact and Urgency fields. Available options:

  1. Low
  2. Moderate
  3. High
  4. Critical

See the Priority Management article to learn more.

Attention RequiredNSelect the checkbox to notify the line manager of the assigned group or user.
Major IncidentNSelect the checkbox to create a major incident.
Infrastructure IncidentNSelect the checkbox to create an infrastructure incident. When a record is saved, the field is read-only.
Followers ListN

Contains a list of users subscribed to receive notifications about this incident. This field is populated automatically.

The field is read-only, and appears if at least one user follows the incident.

Create an infrastructure incident

An infrastructure incident is an incident created by service agents of the 1st or the 2nd levels or by the integrated monitoring system.


Role required: ITSM_agent or admin.

To create an infrastructural incident, complete the steps described above, and select the checkbox Infrastructure Incident.

When Infrastructure Incident is selected, the choice list in the Contact Type field is changed:

  • Monitoring
  • 1st level
  • 2nd level

In practice, incidents with the Contact Type set to Monitoring are created by an integrated monitoring system automatically.

Create a major incident

A major incident is an incident of the highest impact and highest urgency. It affects a large number of users, depriving them of vital business functions. Major incidents have a separate procedure with shorter time scales. Generally, major incidents require a large number of people of various hierarchy levels to be involved.

To create a major incident, complete the steps described above, and select the checkbox Major Incident.

After creating it, a new tab, Chronology, will be displayed next to the Related Records tab.

When the checkbox Major Incident is selected, the Impact field value changes to Very High.


Creating an end-user incident via the Self-Service Portal

To create an Incident, follow the steps below:

  1. Navigate to your Self-Service Portal main page.
  2. Click the Create Incident block and fill in the fields.
  3. Click Save.

New Incident form fields

FieldMandatoryDescription
UrgencyY

Specify the urgency of the request. Typically, it is evaluated based on the time remaining until the incident impacts the business. Available options:

  1. Low
  2. Medium
  3. High
  4. Very High
SubjectYAdd a brief description of the incident.
DescriptionNAdd a detailed description of the incident.

You can track the work process on the My Tickets page. To open the record of the incident, complete the following steps: 

  1. In the header, navigate to Cabinet → My Tickets.

  2. Click My Incidents on the left.
  3. Check the state of the created incident.

Also, you can see more information about the incident by clicking the number.  

User query to Incident transformation 

Role required: incident_manager.

A user query is a higher-level entity than an incident. It can be converted into a request of another type, including type "incident." The conversion is available only through the agent interface.

  1. Navigate to User Queries → All User Queries.
  2. Open the user query you need to convert.
  3. Click the Incident button in the top-right corner of the form.

The button might be absent if the incident has already created from this user query. In this case, the incident and the user query are linked to each other:

  • The reference to the incident is displayed in the The IncidentRelated Ticket field of the user query.
  • The reference to the user query is displayed in the Related Records tab of the incident.

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