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 In SimpleOne there are three ways to create an incident:  NoteRole required: incident_manager
  • .

Create an end-user Incident

by agent

via the agent interface
Anchor
agent creation
agent creation

To create an incident, please complete the following steps below:

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

The form description

Tip

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

New Incident form fields

FieldMandatory
Field
Description
NumberYIncident number. This field
should have format INCXXXXXXX. It is filled automatically
has the INCXXXXXXX format and is populated automatically.
Caller
Originator of the incident (for example, it can be end-user).CategoryThe group of entities merged for easy classification of incidents.SubcategoryMore precise incident classification.
YSpecify 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
ServiceThe service that was
affected by the incident.
Related CIsN
The related configuration items that were affected by the incident.Major IncidentSelect this checkbox to create a major incident.Infrastructure incidentSelect this checkbox to create an infrastructure incident.State

This field displays the works state and progress. Available choice options:

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

More info about the states can be found in the Incident Management process article.

Contact type

The way on which the request was made. Available choice options:

  • Phone;
  • Email;
  • Self-Service.
Impact

The measure of effect that an incident causes on the business processes. Available choice options:

  1. Low;
  2. Medium;
  3. High;
  4. Very High.
Urgency

The measure of time until an incident has an impact on the business.. Available choice options:

  1. Low;
  2. Medium;
  3. High;
  4. Very High.
Priority

Identifies the importance of an incident. The priority can be figured out based on its impact and urgency. Available options:

  1. Low;
  2. Moderate;
  3. High;
  4. Critical.
Assigned User
Specify the related configuration items affected by the incident.
Assignment GroupY

Specify the group assigned to work on the incident.

Note

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.

Note

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.

Info

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.

Info

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


Impact  

Anchor
impact
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.

Info

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

Specify a responsible person to work on the incident.

Note

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

Assigned GroupSpecify a responsible group to work on incident.Attention RequiredTurn this checkbox on if you want the line manager of the assigned group/assigned user to be notified.SubjectBrief description of the incident.DescriptionDetailed description of

the incident.


Create an infrastructure incident

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


Tip

Role required: ITSM_agent or admin.

To create an infrastructural an infrastructural incident, complete the steps as described above, but turn on and select the checkbox " Infrastructure Incident".

In this caseWhen Infrastructure Incident is selected, the choice list in the Contact type field will be changed. The options will bethe Contact Type field is changed:

  • Monitoring
;
1st
  • 1st level
;
2nd
  • 2nd level
.
Info

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

Create a major incident

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

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

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

Inquiry to Incident transformation

, will be displayed next to the Related Records tab.

Note

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
Anchor
portal creation
portal creation

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.
    Image Added
  2. Click My Incidents on the left.
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  3. Check the state of the created incident.
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Also, you can see more information about the incident by clicking the number.  

User query to Incident transformation 
Anchor
transformation
transformation

Tip

Role required: incident_manager.

A user query Inquiry is a higher-level entity than the Incidentan incident. It can be converted to the into a request of the other another type, including Incident.

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

type "incident." The conversion is available only through the agent interface.

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

Image Modified

Info

The Incident  button may might be disappeared absent if the incident was has already created from this inquiryuser query. In this case, the Incident incident and the Inquiry will be user query are linked to each other. :

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


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