- via the agent interface
- via the Self-Service Portal
- by converting a user query into an incident
Via the agent interface
To create an incident, complete the steps below:
- Navigate to Incident Management → New.
- Fill in the fields.
- Click Save or Save and Exit to apply the changes.
New incident form fields
| Field | Mandatory | Description |
|---|---|---|
| Number | Y | Incident number. This field has the INCXXXXXXX format and is populated automatically. |
| Caller | Y | The originator of the incident. |
| Company | N | Specify a company to which the incident is related. |
| Contact Type | Y | The source from which the request is received. Available options:
|
| Service | Y | The service affected by the incident. |
| Related CIs | N | The related configuration items affected by the incident. |
| Assignment Group | Y | Specify the group assigned to work on the incident. When an incident is assigned to a group, the Assigned User field becomes non-mandatory. The same goes for other task objects, like change requests or service requests. There is a dependency between the Assigned User and Assignment Group fields. To learn more, refer to Restrictions for assignment. |
| Assigned User | Y | Specify the person assigned to work on the incident. When an incident is assigned to a user, the Assignment Group field becomes non-mandatory. The same goes for other task objects, like change requests or service requests. There is a dependency between the Assigned User and Assignment Group fields. To learn more, refer to Restrictions for assignment. |
| Subject | Y | Type a brief description of the incident. |
| Description | N | Type a detailed description of the incident. |
| Steps to Reproduce | N | Specify the steps to reproduce the incident. |
| Followers List | N | Contains a list of users subscribed to receive notifications about this incident. This field is populated automatically. |
| Screenshot | N | Upload screenshots supporting the incident, if any. |
| State | N | Specify the work state and progress of the incident. Available options:
See the Incident processing article to learn more. |
Impact | Y | Measure the impact caused by the incident on the business processes. Available options:
|
| Urgency | Y | Specify the urgency of the request. Typically, it is evaluated based on the time remaining until the incident impacts the business. Available options:
|
| Priority | Y | Identifies the importance of the incident. This field is populated automatically based on the value of the Impact and Urgency fields. Available options:
See the Priority Management article to learn more. |
| Attention Required | N | Select this checkbox to notify the line manager of the assigned group/assigned user. |
| Major Incident | N | Select this checkbox to create a major incident. |
| Infrastructure Incident | N | Select this checkbox to create an infrastructure incident. |
Create an infrastructure incident
An infrastructure incident is an incident created by service agents of the 1st or the 2nd level or by the integrated monitoring system.
An end user cannot create an infrastructure incident.
To create an infrastructural incident, complete the steps described above, but select the checkbox Infrastructure Incident.
When Infrastructure Incident is selected, the choice list in the Contact Type field is changed:
- Monitoring
- 1st level
- 2nd level
In practice, incidents with Contact Type set to Monitoring are created by an integrated monitoring system automatically.
Create a major incident
A major incident is an incident of the highest impact and highest urgency. It affects a large number of users, depriving them of vital business functions. Major incidents have a separate procedure with shorter time scales. 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 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 Impact field value changes to Very High.
Via the Self-Service Portal
To create an incident, complete the steps below:
- Navigate to your Portal main page.
- Click Create Incident and fill in the fields.
- Click Save.
New incident form fields
| Field | Mandatory | Description |
|---|---|---|
| Urgency | Y | Specify the urgency of the request. Typically, it is evaluated based on the time remaining until the incident impacts the business. Available options:
|
| Subject | Y | Type a brief description of the incident. |
| Description | N | Type a detailed description of the incident. |
You can track the work process on the My Tickets page. To open the record of the incident, complete the following steps:
- In the header, navigate to Cabinet → My Tickets.
- Click My Incidents on the left.
- Check the state of the created incident.
Also, you can see more information about the incident by clicking the number.
Convert a user query into an incident
Role required: incident_manager.
A user query is a higher-level entity than an incident. It can be converted into a request of another type, including type "incident." The conversion is available only through the agent interface.
- Navigate to User Queries → All User Queries.
- Open the user query you need to convert.
- Click the Incident button in the top-right corner of the form.
The Incident button might be absent if the incident has already created from this user query. In this case, the incident and the user query are linked to each other:
- The reference to the incident is displayed in the Related Ticket field of the user query.
- The reference to the inquiry is displayed in the Related Records tab of the incident.
