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In SimpleOne there are three ways to create an incident:

via the agent interface
via the Self-Service Portal
by converting a user query into an incident

TipRole 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:

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

Tip
You can copy the record number, title and link via the hamburger menu.

To do this, click Generate link.

New Incident form fieldsThe form description

Field	Mandatory	Description
Number	Y	Incident number. This field

should have format INCXXXXXXX. It is filled automatically

has the INCXXXXXXX format and is populated automatically.
Caller	Y

Originator of the incident (for example, it can be end-user)

Specify the originator of the incident. The field is not displayed on the form if the Infrastructure incident checkbox is selected.
Company	N	Specify

a

the company to which the incident is

realated

related.
Contact Type	Y	The

way on

source from which the request

was made

is received. Available

choice

options:

Phone
Email
Self-

Service

service

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

Service

Y

The

Specify the service

that was

affected by the incident.
Related CIs	N

The

Specify the related configuration items

that were affected by

affected by the incident.

Assigned

Assignment Group

Y

Specify

a responsible

the group assigned to work on the incident.

Note
When an incident

has been

is assigned to a responsible group,

then the

the Assigned User field

become

becomes non-mandatory

. The same goes for other task objects, like change requests, or service requests.

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 User

Y

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

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

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.
Subject	Y	Add a brief description of the incident. After saving, the field is hidden from the form

SubjectNBrief description of the incident

.
Description	N

Detailed

Add a detailed description of the incident.

STR

Steps to Reproduce

N

Specify the steps

how your incident can be reproduced.

to reproduce the incident.
Screenshot	N	Upload screenshots supporting the incident, if any.
State	N

This field displays

Specify the

works

work state and progress of the incident. 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.

See the Incident process article to learn more.

External Task

N

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 Company

N

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

ImpactYThe measure of effect that an incident causes

on the business processes. Available

choice

options:

Low
Medium
High
Very High

.


Urgency	Y

The measure of time until an incident has an impact on

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

choice

options:

Low
Medium
High
Very High

.


Priority	Y	Identifies the importance of

an

the incident.

The priority can be figured out based on its impact and urgency

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

Low
Moderate
High
Critical

See the Priority Management article to learn more.

Attention Required

N

Turn this checkbox on if you want

Select the checkbox to notify the line manager of the assigned group

/assigned user to be notified

or user.
Major Incident	N	Select

this

the checkbox to create a major incident.
Infrastructure Incident	N	Select

this

the checkbox to create an infrastructure incident. When a record is saved, the field is read-only.

Followers List

N

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 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 1^st or the 2^nd 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
1^st level
2^nd level

.

Info
In practice, incidents with the Contact Type = monitoring are created by 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:

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

New Incident form fields

Field

Mandatory

Description

Urgency

Y

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

Low
Medium
High
Very High

Subject

Y

Add a brief description of the incident.

Description

N

Add 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:

In the header, navigate to Cabinet → My Tickets.
Image Added
Click My Incidents on the left.
Image Added
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.

Navigate to User Queries → All User QueriesNavigate to Inquiries → All.
Open the inquiry user query you need to convert;.
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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Create an end-user Incident