Create an Incident

You create an incident in the Incidents (SP) application to document a deviation from an expected standard of operation. Your goal as a service agent is to restore service to the customer as soon as possible.

When you create an incident, you might enter data in several key fields. Then you can apply or associate another record that adds data or takes other actions. You can apply a ticket template, service level agreement (SLA), response plan, and customer agreement to an incident. Any of these records might add data, and SLAs and response plans execute actions and notifications.

After you create the incident, you can investigate potential solutions. Record the relevant solution on the incident. If you need to create follow-up tickets or work orders, you can create them directly from the incident. You can also relate existing records to the incident.  

Note: Incident records might be created from sources such as e-mail, system monitoring tools, or external applications.

To create an incident record:

1. In the Incidents (SP) application, on the toolbar, click New Incident . If the Incident field is empty, enter a value. You can edit this field until you save the record.

2. Determine whether you can apply a template to enter data for many fields quickly. After applying the template, enter or modify data in fields as needed.

3. Enter user information in the Reported By and Affected Person fields. By default, the system fills the Asset Site field with the site on the person record of the Affected Person.

4. In the Incident Details section, enter a description in the Summary field. To enter additional information, click Long Description .  

5. Choose one of the following options:

• If the incident is for a location, in the Location field, specify the location.

• If the incident is for an asset, in the Asset field, specify the asset.

• If the incident is for a configuration item, in the Configuration Item field, specify the configuration item.

After specifying the primary affected asset, location, and configuration item in the appropriate field, you can specify multiple related assets, locations, and configuration items in the Multiple Assets, Locations, and CIs section.

6. Optional: If there is no location, asset, or configuration item with a customer for the incident, specify the customer directly in the Customer field.

7. In the Internal Priority field, enter the priority you assign to this incident.

8. In the Service Group or Service field, enter the services you provide or procure.

9. In the Site field, enter a site, if applicable.

10. Complete the remaining required fields. Asterisks (*) indicate required fields.

11. Click Save Incident .

See Also

Select Owner

Add/Change Incident Specification Attributes

Relate Record to a Global Record