In SimpleOne there are three ways to create an incident: | Tip |
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Role required: incident_managerCreate an end-user Incident
by agentvia the agent interface | Anchor |
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| agent creation |
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| agent creation |
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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.
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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 |
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| 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 related. |
| Contact Type | Y | The |
way on source from which the request |
was made choice ServiceWhen a record is saved, the field is read-only. |
| Service | Y |
The | Specify the service affected by the incident. |
| Related CIs | N |
The | Specify the related configuration items |
affected by | affected by the incident. |
Assigned a responsible the group assigned to work on the incident. | Note |
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When an incident is assigned to a responsible group, |
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the the Assigned User field becomes non-mandatory |
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. 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.
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| Assigned User | Y | Specify a responsible person to work on the incident. |
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When Assigned User changes to another person, the Incident state changes from the In Progress to Registered valueThis field is mandatory for the states In Progress, Completed and Closed. | Note |
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When an incident is assigned to a |
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responsible the Assigned the Assignment Group field becomes non-mandatory |
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. The same goes for other task objects, like change requests or service requests.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. |
| Subject | Y | Add a brief description of the incident. After saving, the field is hidden from the form. |
| Description | N | Add a detailed |
| Subject | N | Brief description of the incident. |
Description | N | Detailed | description of the incident. |
STR| Steps to Reproduce | N | Specify the steps to reproduce |
your incident.| the incident. |
| Screenshot | N | Upload screenshots supporting the incident, if any. |
| State | N |
This field displays works work state and progress of the incident. Available |
choice options: - Registered
- Assigned
- In Progress
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CompletedClosedInformation NeededExternal ProcessingPostponedRejected 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 |
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The field appears on the form when the state is External Processing. If the field is populated, it is displayed in other states. |
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| External Company | N | Specify the company that works on the incident task externally. | Info |
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The field appears on the form when the state is External Processing. If the field is populated, it is displayed in other states. |
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| Y | Measure the impact |
Impact | Y | The measure of effect caused by the incident on the business processes. Available |
choice options: - Low
- Medium
- High
- Very High
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.The measure of time Specify the urgency of the request. Typically, it is evaluated based on the time remaining until the incident impacts |
on choice options: - Low
- Medium
- High
- Very High
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| Priority | Y | Identifies the importance of the incident. |
The priority This field is populated automatically based on |
its impact and urgencythe value of the Impact and Urgency fields. Available options: - Low
- Moderate
- High
- Critical
See the Priority Management article to learn more. |
| Attention Required | N | Select |
this | the checkbox to notify the line manager of the assigned group |
/assigned user| 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 |
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The field is read-only, and appears if at least one user follows the incident. |
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Create an infrastructure incident
Infrastructure An infrastructure incident is an incident 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.
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Role required: ITSM_agent or admin. |
To create an infrastructural an infrastructural incident, complete the steps as described above, but selelct 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 level
- 2nd level
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In practice, incidents with the Contact Type = set to Monitoring are created by 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 , but turn on and select the checkbox " Major Incident".
After creating it, a new tab '', Chronology" will be displayed after the "Closure information" tab.
, will be displayed next to the Related Records tab.
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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 |
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| portal creation |
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| portal creation |
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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 |
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| 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
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| 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.
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- 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.
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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 pageform.
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The Incident button may might be 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. : 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 |