In SimpleOne there are three ways to create an incident: 

Create an end-user Incident via agent interface

To create an incident, please complete the following steps:

  1. Navigate to Incident Management → New.
  2. Fill in the fields.
  3. Click Save or Save and Exit to apply changes.

New Incident form fields

FieldMandatoryDescription
NumberYIncident number. This field has the INCXXXXXXX format. This field is populated automatically.
CallerYThe originator of the incident, for example, end-user.
CompanyNSpecify a company to which the incident is related.
Contact TypeY

The source from which the request is received. Available options:

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

Specify a responsible group to work on the incident.

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

There is a dependence between Assigned User and Assignment Group fields. To learn more, please refer to Restrictions for assignment. 

Assigned UserY

Specify a responsible person to work on the incident.

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

There is a dependence between Assigned User and Assignment Group fields. To learn more, please refer to Restrictions for assignment. 

SubjectYDescribe the incident briefly.
DescriptionNDescribe the incident in details.
Steps to reproduceNSpecify the steps to reproduce the incident.
ScreenshotNUpload files for the detalization of the incident. 
StateN

Specify the work state and progress of the incident. Available options:

  • Registered
  • Assigned
  • In Progress.

See the Incident process article to learn more.

Impact  

Y

Measure the effect caused by the incident on the business processes and select one of the impact available options:

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

Identify how soon the incident will affect the business and select one of the available 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.

See the Priority Management article to learn more.

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 by service agents of the 1st or the 2nd level or by the integrated monitoring system.

Please note that an end-user cannot create an infrastructure incident. 

To create an infrastructural incident, complete the steps as described above, but select 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 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 select the checkbox Major Incident.

After creating it, a new tab Chronology will be displayed after the Related Records tab.

When the checkbox Major Incident is selected, the Incident Impact changes from the chosen value to Very High.


Creating an end-user incident via Portal

To create an Incident, please follow the steps below:

  1. Navigate to your Portal main page
  2. Click the Create Incident block fill in the fields.
  3. Click Save.

New Incident form fields

FieldMandatoryDescription
UrgencyY

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

  1. Low
  2. Medium
  3. High
  4. Very High.
SubjectYBrief description of the incident.
DescriptionNDetailed description of the incident.

You can track the work process on the incident on the My Tickets page. To open the record of the incident, please complete the following steps: 

  1. In the header, navigate to Cabinet → My Tickets.

  2. Click My Incidents on the left.
  3. Check the state of the created incident.

You can also see more information about the incident by clicking on the number. 

Inquiry to Incident transformation 

Role required: incident_manager.

Inquiry is a higher-level entity than the Incident. It can be converted to the request of the other type, including Incident. The conversion is available only via the agent interface.

To make a transformation Inquiry → Incident, please complete the following steps:

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

The Incident button might 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 reference to the incident will be displayed in the Related Ticket field of the inquiry.
  • The reference to the inquiry will be displayed in the Related Records tab of the incident.