Create 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.

    If you select a business service as the configuration item and that business service is also listed as the configuration item in any other active task, the active tasks icon ( other active tasks ) appears. Click other active tasks to view the list of all the other active tasks that are affecting the business service.

    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 be delayed.
    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.
    Description Detailed explanation on 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.
    Note: To mail the incident record, click in the title bar and select Email. The user who requested the incident and the user who is assigned to the incident are automatically populated in the list of recipients.