Role required: incident_manager.
Create an end-user Incident by agent
To create an incident, please complete the following steps:
- Navigate to Incident Management → Create New.
- Click New and fill in the form.
- Click Save or Save and Exit to apply changes.
The form description
| Field | Mandatory | Description |
|---|---|---|
| Number | Y | Incident number. This field should have format INCXXXXXXX. It is filled automatically |
| Caller | Y | Originator of the incident (for example, it can be end-user). |
| Company | N | Specify a company to which the incident is related. |
| Contact Type | Y | The way on which the request was made. Available choice options:
|
| Service | Y | The service that was affected by the incident. |
| Related CIs | N | The related configuration items that were affected by the incident. |
| Assigned Group | Y | Specify a responsible group to work on incident. When an incident has been assigned to a responsible group, then the Assigned User field become non-mandatory. The same goes for other task objects, like change requests, or service requests. |
| Assigned User | Y | Specify a responsible person to work on the incident. When Assigned User changes to another person, the Incident state changes from the In Progress to Registered value. |
| Subject | N | Brief description of the incident. |
| Description | N | Detailed description of the incident. |
| STR | N | Specify the steps how your incident can be reproduced. |
| State | N | This field displays the works state and progress. Available choice options:
More info about the states can be found in the Incident Management process article. |
| Impact | Y | The measure of effect that an incident causes on the business processes. Available choice options:
|
| Urgency | Y | The measure of time until an incident has an impact on the business. Available choice options:
|
| Priority | Y | Identifies the importance of an incident. The priority can be figured out based on its impact and urgency. Available options:
|
| Attention Required | N | Turn this checkbox on if you want the line manager of the assigned group/assigned user to be notified. |
| Major Incident | N | Select this checkbox to create a major incident. |
| Infrastructure Incident | N | Select this checkbox to create an infrastructure incident. |
Create an infrastructure incident
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 or by the integrated monitoring system.
To create an infrastructural incident, complete the steps as described above, but turn on the checkbox "Infrastructure Incident".
In this case, the choice list in the Contact type field will be changed. The options will be:
- Monitoring
- 1st level
- 2nd level.
In practice, incidents with the Contact Type = monitoring are created by an integrated monitoring system automatically.
Create a major incident
A major incident is the highest-impact, highest-urgency incident. It affects a large number of users, depriving vital business functions. Major incidents have a separate procedure with shorter timescales. Generally, major incidents require a large number of people of various levels of the hierarchy to be involved.
To create a major incident, complete the steps as described above, but turn on the checkbox "Major Incident".
After creating it, a new tab ''Chronology" will be displayed after the "Closure information" tab.
Inquiry to Incident transformation
Inquiry is a higher-level entity than the Incident. It can be converted to the request of the other type, including Incident.
To make a transformation "Inquiry → Incident", please complete the following steps:
- Navigate to Inquiries → All.
- Open the inquiry you need to convert;
- Click the Incident form button at the top of the page;
The Incident button may be disappeared if the incident was already created from this inquiry. In this case, the Incident and the Inquiry will be linked to each other. The incident number will be displayed in the inquiry form (the Related Ticket field), and the Inquiry number will be displayed in the Related Records tab of the Incident.
