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. You can find detailed description of the fields there;
3. 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 1^st or the 2^nd 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.

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:

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