Create an alert directly

Create an incident alert directly if the original issue that caused the alert was not logged as an incident. For example, a significant facilities problem may not be logged as an incident in ServiceNow, but may still require an incident alert to be created.

  1. Navigate to Incident Alert Management > Create New.
  2. Fill in the fields.
    Figure 1. New incident alert
    New incident alert
    Table 1. New incident alert form
    Field Description
    Number Automatically generated incident alert ID, in the format IAxxxxxxxx.
    Severity The severity for the incident alert. Values are Major, High, Medium, or Low.
    Source incident The source incident for this alert, if any. If you select a source incident, the Source CI, Short description, and Background fields are populated with data from this incident, unless there is existing data in those fields.
    State The state of the alert. Values are New, Work In Progress, Resolved, Cancelled, or Closed.
    Source CI The source CI for this alert, if any. If there is a source incident selected, this field is populated with the source CI attached to that incident. If there is no source incident selected, select the source CI manually, if applicable. If the source CI has related CIs, these CIs are automatically listed in the Impacted CIs related list.
    Assignment group The assignment group, if any, for that incident alert. For example, there might be a group that represents a crisis management team, including several Incident Managers, Duty Directors, and Duty Managers.
    Event type The type of event. Values are: Outage, Degradation, Capacity, SLA/Delay, or Fail-Over.
    Assigned to The assigned user for the alert. This entry can be an ITIL user or an incident alert administrator, and defaults to the user who creates the alert.
    Business/Service impact Yes or No to indicate whether the business or a service is impacted.
    Short description A brief summary of the alert.
    Details section
    Opened When the alert was created.
    Opened by The creator of the alert. This field defaults to the user who creates the alert.
    Estimated disruption time The estimated duration of the disruption.
    Description More detailed information for the alert.
    Background Background information about the alert.
    Activity section
    Actions taken The details of all actions taken while working on the alert.
    Work notes Any separate work notes relevant to the alert that might help in communications.
  3. Click Submit.