Managing Incidents

managing incidents include the following functionalities creating incidents viewing incidents modifying incidents creating an incident you can create an incident in several ways using a blank form in the incident workspace refer to creating an incident using a blank form docid\ akruodyqj2wvb c6ayolg cloning an existing incident in the incident workspace refer to creating an incident by cloning an existing incident docid\ akruodyqj2wvb c6ayolg using a template in the incident workspace when you use a template, the application automatically fills in certain information, depending on the template that you use you can do either of the following create an incident and then apply the template to it refer to creating an incident by using a template docid\ akruodyqj2wvb c6ayolg apply a template to an existing incident refer to applying a template to an existing incident docid\ akruodyqj2wvb c6ayolg for an external contact refer to creating an incident for an external contact docid\ akruodyqj2wvb c6ayolg creating an incident using a blank form open the incident workspace from the toolbar, click new incident the blank form opens creating a new incident using a blank form enter information into the fields refer to viewing an incident docid\ akruodyqj2wvb c6ayolg if the customer is not in the database, create a new customer record if you are creating the incident for an end user, set the status to active when the incident is submitted by the user or through email, the status is logged set the status to active for incidents submitted by end users click save the application notifies the end user that the incident has been logged the application notifies both the and the about the incident assignment click refresh to view the resolution target values refer to about resolution details docid\ dg 9qawrpqih izn76moy creating an incident for an external contact log into the console open the external contact workspace a list of external contacts opens open the external contact record click the incident tab click new incident then select a template the edit incident window opens enter the required information each template has various fields auto filled with data click save creating an incident using a template for a list and description of the incident templates, refer to default incident templates docid\ fmicb7kvyha0kfchljpjf log into the console open the incident workspace click new incident > templates select a template that matches the incident a incident form opens enter any additional information click save the system notifies the end user, and about the incident assignment creating an incident by cloning an existing incident log into the console open the incident workspace and open an existing incident from the action menu, select form actions > clone incident select the incident status from the dropdown and click ok the system creates a copy of the incident child business objects (tasks, journal emails) are not copied fields override only as defined by the quick action update other fields as required click save the application notifies the end user that the incident has been logged the application notifies both the and the about the incident assignment applying a template to an existing incident when you apply a template to an existing incident, the system overwrites any existing data for a list and description of the incident templates, refer to default incident templates docid\ fmicb7kvyha0kfchljpjf log into the console open an incident perform one of the following from the action menu, select templates from the toolbar, click apply template select a template from the list the system auto fills information for category , service , impact , urgency , and summary fields enter remaining data click save the system notifies the end user, and about the incident assignment viewing an incident log in to the console open the incident workspace the list of incidents is displayed incident workspace open an incident to view its details incident details the system displays the following fields do not enter the chevron character "<" in any of the field the system considers it as the start of an html tag and removes any content that follows during rendering field description customer name of the person who submitted the incident the system automatically adds email, phone number, and location summary brief summary of the incident click the search icon to find related incidents, problems, and knowledge base articles the application displays a list of related items under related items click an item to view more information description the description of the incident with relevant details you must include http // or https // when entering a url in this field service the affected service that is impacted category the category urgency specifies the time appropriateness required the default value is 3 impact specifies the impact to the organization, group, or individual the default value is 3 impact and urgency together define the priority value high has a major impact on the organization medium has some effect on the organization but generally not considered a large effect low does not have much effect on the organization status the status of the incident team the team to work on the incident owner the login id of the who is assigned to work on this incident source describes how the incident was submitted declare as master incident specifies if this is a master incident refer to working with master incidents docid 2zttr8qm0n908ueorqv7j update related incident (only shown if you check declare as master incident ) specifies if the system should update any incidents linked with this master incident with the information in this incident resolution contains the resolution information cause code contains the root cause of the incident choose the desired option from the drop down list actual service the application automatically fills in the value for this field, although you can change it if you need to actual category the application automatically fills in the value for this field, although you can change it if you need to attachment contains attachments refer to working with attachments and urls docid\ dwyg6strtal1zdoaecfjz asset contains links to other business object (such as a configuration item) to this record refer to linking incidents docid 52hynl6m1otj253yludn7 audit info lists the date and time when the incident was created and the date and time when it was last modified journal contains comments or notes about this incident refer to adding a journal entry to a business object docid\ udrp ch npqbhwhrfibsv within journal you can also configure the incoming and outgoing emails for the particular incident select add > email select outgoing email or incoming email from the category dropdown and define the email ids as per your preference the email ids mentioned here also shows up in the self service portal the system displays the following additional tabs refer to each tab for more information task docid\ e40f2roctrskvptf1awpcmaster incidents docid 2zttr8qm0n908ueorqv7jusing external tasks docid\ br6gjtzjeudhyqd862kfgabout activity history docid\ dolnqxplsr ccl3 udx4kattachment docid\ dwyg6strtal1zdoaecfjzworking with cost items docid\ yerbgibklb8kebxo7uankworking with problems docid\ set5um 9o nw5unsjvtf creating a change request docid\ mdrxfmlfharskge6zbd0yabout creating a configuration item docid\ zmfn pxt6cjewpqpaj6wpcreating a knowledge article docid 3c7b0cqgtvexogf0zmlvxescalation watch docid\ pzvzvb2y1uz0p2hfwfgfiaudit history docid\ suej5xmlyduoz68lbfgaeviewing survey results docid\ ifosldkeyv2mlhxgl5zevworking with workflow instances docid\ uyae8z1xcnbsxjkmao7e9approval docid 5gcg4neqwlpzdgnshrd1xabout the related posts tab docid\ btgspwcozfq6p1aq2wqu5 modifying an incident you can modify incident values or update the incident to reflect status changes the fields you can edit depend on your role and permissions log into the console open the incident workspace and open an incident to modify change the information as required click save