Create an Incident by agent
To create an incident, please complete the following steps:
- Navigate to the Incident Management → Create New;
- Press New and fill in the form;
- Press Save.
Form description
| Field | Description |
|---|---|
| Number | Incident number. This field should have format INCXXXXXXX. It is filled automatically |
| Caller | Originator of the incident (for example, it can be end-user). |
| Category | The group of entities merged for easy classification of incidents. |
| Subcategory | More precise incident classification. |
| Service | The service that was affected by the incident. |
| Related CIs | The related configuration items that were affected by the incident. |
| Major Incident | Turn this checkbox on if you want to create major incident. |
| Infrastructure incident | Turn this checkbox on if you want to create infrastructure incident. |
| State | This field displays the works state and progress. Available choice options:
More info about the state can be found here. |
| Contact type | The way of request applying. Available choice options:
|
| Impact | The effect that the incident causes to the business. Available choice options:
|
| Urgency | The state of needing to take action as soon as possible. Available choice options:
|
| Priority | The priority can be figured out based on its impact and urgency. Available options:
|
| Assigned User | In this field, you should specify a technician to work on the incident. |
| Assigned Group | In this field, you should specify a technician to work on the incident. |
| Attention Required | Turn this checkbox on if you want the line manager of the assigned group/assigned user to be notified. |
| Level of dependency | This field shows the level of dependency of this incident to the other incident. Available options:
|
| Subject | Brief description of the problem. |
| Description | Detailed description of the problem. |
Create an infrastructure incident
Infrastructure incident is an incident that is raised 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 the different levels 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 made a transformation "Inquiry → Incident", please complete the following steps:
- Navigate to the Inquiries → All;
- Open the inquiry you need to convert;
- Press the Create Incident form button at the top of the page;
The Create 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. 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.
