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. ESS users can view the Watch list, Incident state, and Urgency fields on the incident form. ESS users have write access to the Watch list and Urgency fields.The variable formatter is not available. Record Producers Using the Create a New Incident record producer in the service catalog. Note: 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.