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

You log an incident when you experience a disruption to normal service operations. You can specify the urgency and monitor the progress through to resolution.

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.