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An incident can be submitted by either an end-user or an agent. Users can follow and track the state until the issue is resolved or the service is restored. The incidents can be hierarchically connected with each other (the "parent-child" concept).
Create
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incidents
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Learn how to create incidents via the Self-Service Portal or the agent interface.
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This section focuses on the incident state model, and how incidents are processed by the agents. Figure out how to create incident announcements, tasks, and relationships between incidents and other elements such as problems, inquiries, change requests, etc. In addition, learn about creating and applying the standard solutions and workarounds to incidents.
Configure incident categories
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Figure out how to create and delete categories and subcategories on the administrator's side for further use by the agents.