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 In SimpleOne, there are three ways to create an incident

Creating an incident is possible through the service portal and agent interface. Depending on the role and authority of users in the system, they have access to different options for creating incidents: 

• via the Self-Service Portal 
• via the agent interface
• via the Self-Service Portal 
by creating it from a user query
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• from a user query 

Via the Self-Service Portal

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This procedure is available for all end-users.

To create an incident, complete the steps below:

1. Navigate to your Portal main page.
2. Click Report an incident and fill in the fields.
3. Click Save. 

New incident form fields

If the urgency is set to Very high, the caller is asked to confirm information by phone. The displayed phone number can be specified in the itsm.notification.contact.phone system property.

You can also attach some files by using the attachment window. To add files, drag them to the attachment window, or click Upload from computer and select them on your device.

The system will forward you to the task view page of the reported 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.
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2. Click My Incidents on the left.
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3. Check the state of the created incident.

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

Via the agent interface

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Role required: ITSM_agent or admin.

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 exit to apply the changes.

New incident form fields

The incident number has the INCXXXXXXX format and is populated automatically.

Create an infrastructure incident

The External Specification and Internal Specification related lists contain Knowledge Base articles with the same Service as in the incident, for quick access to the necessary instructions. See the Knowledge Management article to learn more about the service specifications.

Access to the form fields

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The read or update access to certain fields of a record can vary depending on the current user's roles.

• The users with the ITSM_agent or incident_manager roles, other than the creator of the incident or the assigned user, can:
  • View the record.
  • Submit Work notes and Discussion comments in all states of the incident other than Closed.
  • Edit the State, Assignment group, and Assigned user field values in all states of the incident. The Work notes field becomes mandatory in this case.
  • Edit the Followers list field value.
• The caller can:
  • View the record, except for the Work notes field.
  • Submit Discussion comments.

Create an infrastructure incident

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Role required: ITSM_agent or admin.

An end-user cannot create an infrastructure incident

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

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

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

• Monitoring
• 1^st level
• 2^nd level

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

incident.

You can categorize an infrastructure incident as a major incident. To do so,select the Major incident checkbox.

Create a

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major incident

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

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

A major incident is always an infrastructure incident.

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When the Major incident checkbox is selected, the Impact field value is changed to Very high.

If an infrastructure incident is categorized as a major incidentAfter creating it, a new tab, Chronology, will be displayed is displayed next to the Related Records tab on its form.

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

Via the Self-Service Portal Anchorportal creationportal creation

To create an incident, complete the steps below:

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

New incident form fields

FieldMandatoryDescriptionUrgencyY

Specify the urgency of the request. Typically, it is evaluated based on the time remaining until the incident impacts the business.
See the Priority Management article to learn more.

SubjectYAdd a brief description of the incident.DescriptionNAdd a detailed description of the incident.

Swarming session on a major incident

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To enable the functionality of the Swarming Session, complete the settings described in the Set up Telegram Swarming Session article.

Swarming Session is a temporarily created group in Telegram designed to speed up the work on major incidents. Once joined, the members of the group collaborate on the incident faster and more effectively. All the updates done on the incident form (new states, comments, and changes in other fields) are copied to the group automatically. The comments from the Telegram group are also copied to the incident Activity Feed on behalf of Guest User. The work note indicates the name of the specific Telegram user who left the comment. When the incident state changes to Completed, commenting becomes impossible, and when the state changes to Closed, the group disappears. 

To initiate the Session:

1. Click the Start Swarming button on the top of the page. 
2. In a new window that appears, verify the list of the participants responsible for the incident management, add or remove any if necessary. These people will receive an email invitation to join a Telegram group devoted to the major incident. By default, the recipients are: Assigned User, Incident Manager and Service Owner. The user who clicked Start Swarming becomes the initiator of the session and also receives the invitation even though their name is not in the list. 

Apart from the email invitation, a link to the Telegram group is available on the incident form, above the Activity Feed. Share the link with any associated with the incident people, even if they are not the SimpleOne users. Their comments will also be transferred to the Activity Feed.

After the incident is closed, the link disappears.

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

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

Create an incident from a user query

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Role required: incident_manager.

A user query is a higher-level entity an entity of a more abstract level than an incident. You can To create an incident from a user query in the following way, complete the steps below:

1. Navigate to User Queries → All User Queries.
2. Open the user query you want to create an incident from.
3. Click the Incident button in the top-right corner of the form.

InfoThe Incident button might be absent if the incident has already created from this user query. In this case, the incident and the user query

When you create an incident from a user query, they are linked to each other:

• The reference to the incident is displayed in the Related

Ticket

• 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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You can only create an incident from an unprocessed user query. If an incident, problem, change request, or service request has already been created from a user query, the buttons shown above are hidden from the form.