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
CallerOriginator 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.
State
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 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:

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

Press Save.

Create an Infrastructure incident

Infrastructure incident is an incident that is raised not on behalf of end-user, but by technicians 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:

  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 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.

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


Inquiry to Incident transformation