Role required: incident_manager.

Create an end-user Incident by agent

To create an incident, please complete the following steps:

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

The form description

FieldMandatoryDescription
NumberYIncident number. This field should have format INCXXXXXXX. It is filled automatically
CallerYOriginator of the incident (for example, it can be end-user).
CompanyNSpecify a company to which the incident is related.
Contact TypeY

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

  • Phone
  • Email
  • Self-Service.
ServiceYThe service affected by the incident.
Related CIsNThe related configuration items affected by the incident.
Assigned GroupY

Specify a responsible group to work on incident.

When an incident is assigned to a responsible group, the Assigned User field becomes non-mandatory. The same goes for other task objects, like change requests or service requests.


Assigned UserY

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.


When an incident is assigned to a responsible user, the Assigned Group field becomes non-mandatory. The same goes for other task objects, like change requests or service requests.


SubjectNBrief description of the incident.
DescriptionNDetailed description of the incident.
STRNSpecify the steps to reproduce your incident.
StateN

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.

ImpactY

The measure of effect caused by the incident on the business processes. Available choice options:

  1. Low
  2. Medium
  3. High
  4. Very High.
UrgencyY

The measure of time until the incident impacts on the business. Available choice options:

  1. Low
  2. Medium
  3. High
  4. Very High.
PriorityY

Identifies the importance of the incident. The priority is populated automatically based on its impact and urgency. Available options:

  1. Low
  2. Moderate
  3. High
  4. Critical.
Attention RequiredNSelect this checkbox to notify the line manager of the assigned group/assigned user.
Major IncidentNSelect this checkbox to create a major incident.
Infrastructure IncidentNSelect this checkbox to create an infrastructure incident.


Create an infrastructure incident

Infrastructure incident is an incident 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 selelct the checkbox "Infrastructure Incident".

In this case, the choice list in the Contact type field will be changed. The options will be:

  1. Monitoring
  2. 1st level
  3. 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:

  1. Navigate to Inquiries → All.
  2. Open the inquiry you need to convert.
  3. Click the Incident form button at the top of the page.

The Incident button may be absent 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.