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Comment: Merged branch "DOC0000217" into parent
 In SimpleOne there are three ways to create an incident:  TipRole required: incident_manager
  • .

Create an end-user Incident

by agent

via agent interface
Anchor
agent creation
agent creation

To create an incident, please complete the following steps:

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

The form descriptionNew Incident form fields

FieldMandatoryDescription
NumberYIncident number. This field has the INCXXXXXXX format. This field is populated automatically.
CallerY
Originator
The originator of the incident
(
, for example, end-user
)
.
CompanyNSpecify a company to which the incident is related.
Contact TypeY

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

  • Phone
  • Email
  • Self-service.
ServiceYThe service affected by the incident.
Related CIsNThe related configuration items affected by the incident.
Assigned
Assignment GroupY

Specify a responsible group to work on the incident.

Note

When an incident is assigned to a responsible group,

the 

then the Assigned User

field

 field becomes non-mandatory. The same goes for other task objects, like change requests or service requests.

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

Assigned UserY

Specify a responsible person to work on the incident

. NoteWhen the Assigned User value changes to another person, the Incident state changes from the In Progress to Registered value

.

Note

When an incident is assigned to a responsible user, the 

Assigned

Assignment Group field becomes non-mandatory. The same goes for other task objects, like change requests or service requests.

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

Subject
N
Y
Brief description of
Describe the incident briefly.
DescriptionN
Detailed description of
Describe the incident in details.
STR
Steps to reproduceNSpecify the steps to reproduce the incident.
ScreenshotNUpload files for the detalization of the incident. 
StateN
This field displays

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

  • Registered
  • Assigned
  • In Progress
  • Completed
  • Closed
  • Information Needed
  • External Processing
  • Postponed
    • Rejected by User
    • .

    See the Incident

    Management

    process

    article

    article to learn more.

    Impact  

    Anchor
    impact
    impact

    		Y
    The measure of

    Measure the effect caused by the incident on the business processes

    . Available

    and select one of the impact available options:

    1. Low
    2. Medium
    3. High
    4. Very High.
    UrgencyY
    The measure of time until

    Identify how soon the incident

    impacts on

    will affect the business

    . Available

    and select one of the available options:

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

    Identifies the importance of the incident. The priority is populated automatically based on its impact and urgency. Available options:

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

    See the Priority Management article to learn more.

    Attention RequiredNSelect this checkbox to notify the line manager of the assigned group/assigned user.
    Major IncidentNSelect this checkbox to create a major incident.
    Infrastructure IncidentNSelect this checkbox to create an infrastructure incident.

    Create an infrastructure incident

    Infrastructure incident is an incident created not on behalf of end-user, but by service agents of the 1st or the 2nd level or by the integrated monitoring system.

    Note

    Please note that an end-user cannot create an infrastructure incident. 

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

    In this case, the choice list in the Contact Type field will be changed. The options will be:

    1. Monitoring
    2. 1st level
    3. 2nd level.
    Info

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

    Create a major incident

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

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

    After creating it, a new tab Chronology will be displayed after the Closure information tab.

    Inquiry to Incident transformation

    the Related Records tab.

    Note

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


    Creating an end-user incident via Portal
    Anchor
    portal creation
    portal creation

    To create an Incident, please follow the steps below:

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

    Image Added

    New Incident form fields

    FieldMandatoryDescription
    UrgencyY

    The measure of time until the incident impacts on the business. Available options:

    1. Low
    2. Medium
    3. High
    4. Very High.
    SubjectYBrief description of the incident.
    DescriptionNDetailed description of the incident.

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

    1. In the header, navigate to Cabinet → My Tickets.
      Image Added
    2. Click My Incidents on the left.
      Image Added
    3. Check the state of the created incident.
      Image Added

    You can also see more information about the incident by clicking on the number. 

    Inquiry to Incident transformation 
    Anchor
    transformation
    transformation

    Tip

    Role required: incident_manager.

    Inquiry is a higher-level entity than the Incident. It can be converted to the request of the other type, including Incident. The conversion is available only via the agent interface.

    To make a transformation " Inquiry → Incident", please complete the following steps:

    1. Navigate to Inquiries → All Inquiries.
    2. Open the inquiry you need to convert.
    3. Click the Incident form button at the top of the page.

    Image Modified

    Info

    The Incident button may might be absent if the incident was already created from this inquiry. In this case, the Incident incident and the Inquiry inquiry will be linked to each other. The incident number will :

    • The reference to the incident will be displayed in the
    inquiry form (the
    • Related Ticket field
    ), and the Inquiry number will
    • of the inquiry.
    • The reference to the inquiry will be displayed in the Related Records tab of the
    Incident
    • incident.



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