Log an incident

When a user calls or walks in to the service desk, the ITIL agent can log an incident from the Incident list.

Before you begin

Role required: itil

About this task

Incidents are also logged when a user fills out a record producer in the service catalog, or sends an email to the instance. This procedure describes how an ITIL agent completes the Incident form.

Procedure

  1. Navigate to Incident > Create New.
    You can also click New from the Incident list view.
  2. (Optional) Use a template, if one exists for the type of incident you are logging.
    If the organization uses form templates, you can apply a template to prepopulate some of the fields for specific types of incidents.
  3. Complete the form.
    Your organization has configured the Incident form to adhere to its incident management process. Enter information in the form field based on the process. The following table describes typical Incident form fields.
    Field Description
    Number Unique system-generated incident number.
    Caller The user who contacted you with an issue. Begin typing the first name of the caller to select from a list of matching names, or click the lookup icon and select the user.
    Category and Subcategory The type of issue. After selecting the category, select the subcategory, if applicable.
    Business service The affected business service, if applicable.
    Configuration item The affected CI, if applicable.

    After a CI is selected, you can click the open dependency views icon beside the field to see how the CI maps into the infrastructure. The dependency view shows you what is impacted and whether other CIs or services are experiencing issues.

    State The state moves and tracks incidents through several stages of resolution.

    For more information, see Incident Management state model.

    Impact The effect that the task has on business.
    Urgency The extent to which the task resolution can bear delay.
    Priority How quickly the service desk should address the task.
    Assignment group and Assigned to The group and user to work on this incident. If left blank, the incident is automatically assigned.
    Short description A brief description of the incident.
    Notes section
    Watch list Users who receive notifications about this incident when comments are added. Click the add me icon to add yourself to the watch list.
    Work notes list Users who receive notifications about this incident when work notes are added. Click the add me icon to add yourself to the work notes list.
    Note: The administrator must add or activate an email notification for the work notes list.
    Additional comments More information about the issue as needed. All users who can view incidents see additional comments.
    Work notes Information about how to resolve the incident, or steps taken to resolve it, if applicable.
    Related Records section
    Problem Information on any related problem record that is related to the incident.
    Change Request Information on any related change request.
    Caused by Change Information on the change request that resulted in the creation of the incident.
    Resolution Information section

    This section is only filled when an incident is resolved.

    Knowledge If the check box is selected, a knowledge article is created from this incident when it is closed.
    Resolution code Document how an incident is resolved.
    Resolution notes Information about how or why the incident was closed.
    Resolved by The user who resolved the issue and the date and time the incident was closed.
    Resolved The date and time when the incident was resolved.
  4. Click Submit.

Use a template in the Incident form

You can apply a template to a new record when the prepopulated information is applicable to the task you are creating.

Before you begin

Role required: itil

About this task

Many forms allow you to create a template for any type of record that you create frequently. Open the more options menu to see whether templates are allowed.

Procedure

  1. To use a template within a form, click the more options icon and select Toggle Template Bar.
    Figure 1. Apply an incident template
    Template bar in the Incident form
  2. Select the desired template from the list that appears in the template bar.
    The template is applied and a message at the top provides a link to look at the details of the fields you populated.
  3. (Optional) To undo the changes made by the template, for example, if you selected the wrong template, click Undo Changes in the details.

Log an incident through Self-Service

All users can log incidents through the Service Catalog or from the Incidents module in Self-Service.

Before you begin

Role required: none

About this task

These incidents can include anything that causes a disruption to normal service operations within your organization.

Procedure

  1. Navigate to an incident form by using one of the following methods.
    OptionDescription
    Service Catalog
    1. Navigate to Self-Service > Service Catalog.
    2. Click Can We Help You?
    3. Click Create Incident.
    Self-Service
    1. Navigate to Self-Service > Incidents.
    2. Click New.
  2. Select the urgency level of the issue in the Urgency choice list.
  3. Describe the nature of the issue in the Please describe your issue below text box.
  4. Click Submit to log the incident.
    The Incident form with the incident details appears.

What to do next

As the incident is investigated and resolved, you can take any of the following actions.
Table 1. Manage your incidents
Action What to do
Track the progress of the incident Track the progress of your incident from on the incident number and from your homepage. You can also choose to receive notification each time an update is made to the incident.
Update the incident Update an incident by entering additional details in the Additional Comments field.
Reopen a closed or canceled incident You cannot reopen a closed or canceled incident. If you are not satisfied with the resolution, you can request to reopen the incident from the resolution notification email or from the incident itself. The state of the incident is then changed from Resolved to In Progress.
Note: If the incident is already closed, you can reopen it by replying to any email related to that incident. Add the text Please reopen to the subject line. A new incident is opened and the original incident is identified as the source.