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Log incidents

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Log incidents

By default, any user can create an incident within the system.

There are several ways to log an incident.

Table 1. Log an incident
Location Process
Employee Self Service ITIL users or administrators can use the Create New module in the Incident application, or select New from the Incident list. The Watch list, Incident state, and Impact fields are available on the ESS view of the Incident form and the variable formatter is not available. ESS users have write access to the Watch list and Impact fields.
Record Producers Using the Create a New Incident record producer in the service catalog. (Note that this record producer sets the Contact Type field of the resulting incident to Self-Service.)
Inbound Email Actions An email addressed to the instance mailbox can create an incident according to inbound email actions.