Create an incident record to document a deviation from an expected standard of operation.

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 ( ) appears. Click the icon to view the list of all the other active tasks that are affecting the business service. You can view the BSM map (dependency view) of the selected business service by clicking the dependency icon .
   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. Tip: Use the State field, rather than the Incident State or Problem State fields, as your primary means of tracking the state of an incident as it progresses through the entire processing cycle. To learn more, see Life cycle of an Incident.
   Impact	Impact is a measure of the effect of an incident, problem, or change on business processes.
   Urgency	Urgency is a measure of how long the resolution can be delayed until an incident, problem, or change has a significant business impact.
   Priority	Priority is based on impact and urgency, and it identifies 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. If the Assignment group changes, the Assigned to field is cleared. Note: The sys_user_group read ACL calls the SNCRoleUtil function. The function checks to see whether the group being reviewed contains either the admin role or security_admin role. The function allows the user to view the group only if the user has the same role. As a result, an itil user cannot assign an incident to a group that has the admin role or security_admin role. Nor to one whose parent has the role.
   Short description	A brief description of the incident.
   Description	Detailed explanation on the incident.
   Notes
   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 create 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.
   Actions taken	A journal field where you can enter details of the actions taken for a major incident. This field is for only internal users. Note: This field is only visible when you activate Major Incident Management (com.snc.incident.mim) plugin.
   Related Records
   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 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.
   Major Incident This section is available only when the incident enters the major incident flow.
   Major incident state	A major incident state can be one of the following: Proposed: the initial state when a major incident candidate is created or proposed. Accepted: the state when a major incident is directly created by a major incident manager or when a candidate is promoted to a major incident by a major incident manager. Rejected: the major incident candidate is rejected by a major incident manager. Canceled: the major incident is demote by a major incident manager.
   Proposed by	The user who proposed the incident as a major incident candidate.
   Proposed	Date and time when the incident was proposed as a major incident candidate.
   Promoted by	The user who promoted the incident to a major incident.
   Promoted	Date and time when the incident was promoted to a major incident.
   Business impact	The business impact of the issue identified in the major case.
   Probable cause	The probable cause of the issue identified in the major case.
   Post Incident Report This section is available only when an incident is resolved.
   Overview	Summary of the incident.
   Findings	Information on what caused the major incident and any lessons learnt in the process.
   Timeline	Information of all the activity feeds not only of the incident but also of the incident communication plan and incident communication tasks related to the incident.

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.