Create an Incident by agent

To create an incident, please complete the following steps:

  1. Navigate to the Incident Management → Create New;
  2. Press New and fill in the form

Let us have a closer look at the fields.

FieldDescription
NumberIncident number. This field should have format INCXXXXXXX. It is filled automatically
CallerThe person who is the originator of the incident (for example, it can be end-user).
CategoryThe group of entities merged for easy classification of incidents.
SubcategoryMore precise incident classification,
ServiceThe service that was affected by the incident.
Related CIsThe related configuration items that were affected by the incident.
Contact type

The way of request applying. Available choice options:

  • Phone;
  • Email;
  • Self-Service.
Stateтут ссылка на states
Impact

The effect that the incident causes to the business. Available choice options:

  1. Low;
  2. Medium;
  3. High;
  4. Very High.
Urgency

The state of needing to take action as soon as possible. Available choice options:

  1. Low;
  2. Medium;
  3. High.
Priority

The priority can be figured out based on its impact and urgency. Available options:

  1. Minor;
  2. Low;
  3. Medium;
  4. High;
  5. Major.
Assigned UserIn this field you should specify a technician to work on the incident.
Assigned GroupIn this field you should specify a technician to work on the incident.
Attention RequiredTurn this checkbox on if you want line manager of the assigned group/assigned user to be notified.
Level of dependency

This field shows level of dependency of this incident to the other incident. Available options:

  • None (if the incident has neither master nor slave incidents);
  • Master (if the incident has slave incident(s));
  • Slave (if this incident has master incident).
SubjectBrief description of the problem.
DescriptionBrief description of the problem.

Create an Infrastructural incident

Create a major incident

Create an Incident through Self-Service Portal by end-users


Inquiry to Incident transformation