---
title: Setting Up Incident Management
slug: neurons-for-itsm/admin-user-help/enu/latest/setting-up-incident-management
createdAt: 2026-07-14T19:16:41.864Z
---

Use the **Application Setup - Incident Management** page to define how your Service Desk will manage incidents.

*Application Setup - Incident Management Page*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/j3bHdTFvkI1gcTlYUhxcR_process-wizard-incident-mgmt.png" alt="The Application Setup - Incident Management page." position="flex-start" size="80" initialPath="../../Resources/Images/help-images/process wizard incident mgmt.png" githubPath="Content/Resources/Images/help-images/process wizard incident mgmt.png" showCaption="false" width="1110" height="769" darkWidth="1110" darkHeight="769"}

:::hint{type="info"}
This is one step of the application setup process. For more information about this process, including how to access this page, refer to [Setting Up the Application](docId\:IZzWdgowQyqp2Q-YsgYXS).
:::

Refer to the following sections:

- [Defining the Services Provided](docId\:mzI2nU028g3azTrr1fAom)
- [Defining Incident Categories for Each Service](docId\:mzI2nU028g3azTrr1fAom)
- [Defining Escalation Parameters](docId\:mzI2nU028g3azTrr1fAom)
- [Defining the Steps for the Incident Lifecycle](docId\:mzI2nU028g3azTrr1fAom)
- [Identifying Teams That Your Organization Supports](docId\:mzI2nU028g3azTrr1fAom)

## Defining the Services Provided

On this page, you define the services that your organization supports.

1. Click **Services Provided**. The application displays the **Application Setup - Services Provided** page.
2. To add a new service, do the following:
   1. Click **Add Service**.
   2. Enter the name and a description of the service.
   3. Click **Save & Activate**. The application adds the service to the list and makes it active. By default, each service is active and available for customization.
3. Click **Edit** next to the service name to edit its name or description.
4. Click **Next** to go to the next page.

## Defining Incident Categories for Each Service

On this page, you define the incident categories for each service. Classifying incidents aids you in assignment, escalation, problem analysis, and reporting.

| Service                         | Categories                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      |
| ------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Application Development Service | Application development services, such as:<br />Application security<br />Connectivity<br />Error messages<br />Functionality<br />How to<br />Performance                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      |
| Benefits Management             | Benefits management services, such as:<br />Application security<br />Benefits management<br />Connectivity<br />Functionality<br />How to<br />Missing item                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    |
| Communications Services         | Services related to audio and video communications, such as:<br />Account lockout<br />Connectivity<br />Error messages<br />Functionality<br />How to<br />Performance<br />Telephone failure<br />Voicemail issues                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            |
| CRM Service                     | CRM (Customer Relationship Management) application services, such as:<br />Account lockout<br />Application security<br />Connectivity<br />Data corruption<br />Data loss<br />Functionality<br />How to<br />Performance                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      |
| Data Service                    | Data services, such as:<br />Accident report<br />Backup<br />Capacity<br />Connectivity<br />Data corruption<br />Data loss<br />Error message<br />Functionality<br />How to<br />Performance                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 |
| Demo Service                    | Demo category                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   |
| Desktop Service                 | Provides services that manage the hardware and software at the desktop level.<br />Account lockout<br />Application error<br />Application failure<br />Application security<br />Boot failure<br />Cable failure<br />Capacity<br />Computer provisioning<br />Connection failure<br />Connectivity<br />Data loss<br />Desktop hardware<br />Desktop software<br />Device failure<br />Error messages<br />Functionality<br />Hard drive failure<br />How to<br />Incorrect address book<br />Internet failure<br />Network folder failure<br />No dial tone<br />Out of disk space<br />Performance<br />Performance issue<br />Printer failure<br />Software failure<br />Software installation<br />Software request<br />Telephone failure<br />Virus/Trojan<br />Warning |
| Email Service                   | Email services, such as:<br />Account lockout<br />Application security<br />Capacity<br />Client failure<br />Connectivity<br />Corrupt mailbox<br />Delivery failure<br />Error message<br />Functionality<br />How to<br />Missing item<br />Performance<br />Warning                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        |
| Employee Administration         | Administrative functions of employee management, such as:<br />Account lockout<br />Application security<br />Capacity<br />Connectivity<br />Data loss<br />Functionality<br />How to<br />Incorrect address book<br />Misconduct<br />Performance<br />Warning                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                |
| Employee Development            | Employee development issues, such as:<br />Account lockout<br />Application security<br />Capacity<br />Connectivity<br />Data loss<br />Functionality<br />How to<br />Lost training material<br />Missing item<br />Training complaint                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        |
| Enterprise Application Service  | Provides support for enterprise-wide applications, such as:<br />Accident report<br />Account lockout<br />Application security<br />Capacity<br />Connectivity<br />Data loss<br />Enterprise application service<br />Error message<br />How to<br />Performance<br />Warning                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 |
| Facilities Management           | Facilities management tasks, such as:<br />Accident report<br />Account lockout<br />Application security<br />Capacity<br />Connectivity<br />Data loss<br />Delivery failure<br />Facility maintenance<br />Facility safety<br />Facility security<br />Functionality<br />How to<br />Missing item<br />Power failure<br />Temperature                                                                                                                                                                                                                                                                                                                                                                                                                                       |
| Financial Service               | Financial services, such as:<br />Account lockout<br />Application security<br />Capacity<br />Connectivity<br />Data loss<br />Error message<br />Functionality<br />How to<br />Missing item<br />Performance<br />Warning                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    |
| HR System                       | Human resources application, such as:<br />Account lockout<br />Application security<br />Capacity<br />Connectivity<br />Data loss<br />Error message<br />Functionality<br />How to<br />Performance                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          |
| IT General Administration       | IT general administration services                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              |
| Mail Service                    | Mail services, such as:<br />Account lockout<br />Application security<br />Capacity<br />Connectivity<br />Data loss<br />Delivery failure<br />Functionality<br />How to<br />Missing item<br />Non delivery                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  |
| Mobile Communication            | Mobile communication issues, such as:<br />Accident report<br />Account lockout<br />Capacity<br />Connection failure<br />Connectivity<br />Device failure<br />Functionality<br />How to<br />International dialing failure<br />Lost or stolen phone<br />Performance<br />Voicemail issue                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   |
| Network Service                 | Provides services for network-related requests, such as:<br />Account lockout<br />Capacity<br />Connectivity<br />Error message<br />How to<br />Network folder failure<br />Performance                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       |
| Payroll Administration          | Payroll administration services, such as:<br />Account lockout<br />Application security<br />Capacity<br />Connectivity<br />Data loss<br />Functionality<br />How to<br />Misconduct<br />Missing item<br />Performance<br />Wrong bonus<br />Wrong pay<br />Wrong tax code                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   |
| Printing Service                | Printing services, such as:<br />Accident report<br />Account lockout<br />Application security<br />Capacity<br />Connectivity<br />Error message<br />How to<br />Missing item<br />Performance<br />Printer failure                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          |
| QA                              | QA services, such as:<br />Performance                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          |
| Server Administration           | Provides support for servers, including maintenance, backups, and installations:<br />Account lockout<br />Application security<br />Boot failure<br />Capacity<br />Connectivity<br />Data loss<br />Device failure<br />Error message<br />Functionality<br />How to<br />Performance<br />Virus/Trojan<br />Warning                                                                                                                                                                                                                                                                                                                                                                                                                                                          |
| Service Desk                    | Services used to record requests not related to a specific service in the Service Catalog, such as:<br />Capacity<br />Connectivity<br />How to<br />Misconduct<br />Service desk                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               |
| Supply Chain                    | Supply chain services such as:<br />Account lockout<br />Capacity<br />Connectivity<br />Data loss<br />Functionality<br />How to<br />Misconduct<br />Missing item                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             |
| Travel Management               | Travel management services, such as:<br />Accident report<br />Account lockout<br />Application security<br />Connectivity<br />Functionality<br />How to<br />Misconduct<br />Missing item<br />Performance                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    |
| Web Hosting Service             | Web hosting services, such as:<br />Account lockout<br />Application security<br />Capacity<br />Connectivity<br />Data loss<br />Error message<br />Functionality<br />How to<br />Missing item<br />Web site failure                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          |

1. Click **Classification**.
2. Select a service to view all the categories that are associated with it.
3. To add a category, do the following:
   1. Click **Add category**.
   2. Enter a name.
   3. Click **Save & Activate**. The application adds the category to the list and makes it active. By default, each category is active and available for customization.
4. To deactivate a category, click **Deactivate** next to the category name. Click **Activate** to activate it again.
5. To modify a category name, do the following:
   1. Click **Rename** next to the category name.
   2. Enter a new name for the category.
   3. Click **Save**.
6. Click **Next** to go to the next page.

## Defining Escalation Parameters

Use the **Application Setup - Incident Escalation** page to define how your service desk prioritizes and responds to incidents in the escalation engine. This includes the total resolution time in an escalation lifecycle upon its creation, and the length and dependencies of each escalation stage. Specify the response, type of response, and resolution schedule based on the classification, service level, and priority of the incident.

Factors affecting escalation schedules can include hours of operation and service level agreements. Throughout the incident management process, the application notifies users when there is a change in the status of the incident and when the incident is resolved.

By default, the page displays priority categories 1 to 5, each with its default time limits for responding to an incident once logged, as well as a default interval for resolving the incident.

1. Click **Escalation**. The application displays the **Application Setup - Incident Escalation** page.
2. Click **Edit** next to a priority level to customize the settings.
3. Check **Target resolution time** to enable this portion of the escalation schedule. Here, you define a target resolution time for the incident. This can be dictated by a service level agreement.
   1. Enter a number in the field.
   2. Select an interval from the drop-down list (minutes, hours, or days).
4. Select the hours of operation for your organization.
5. Set the levels of escalation associated with the target resolution cycle.
   1. Check **After** for each escalation level to enable. You can define up to three escalation levels.
   2. For each escalation level, move the slider left or right to select an amount of time.
   3. For each escalation level, from the drop-down list, select an action to take when the time limit has expired on the escalation.
   4. From the **After the target time has reached** drop-down list, select a quick action to take when the time expires on the resolution cycle.

:::Paragraph{indent="1"}
The application notifies the Service Desk Manager when the resolution time is breached.
:::

:::Paragraph{indent="1"}
You can select from this list of quick actions:
:::

| Quick Action                                       | Definition                                                                                                 |
| -------------------------------------------------- | ---------------------------------------------------------------------------------------------------------- |
| none                                               | No action taken.                                                                                           |
| "Waiting for Customer"                             | Adds an incident with a status of waiting for customer to the record.                                      |
| 1st Escalation Notification                        | Sends a first escalation notification message to associated parties.                                       |
| 2nd Escalation Notification                        | Sends a second escalation notification message to associated parties.                                      |
| 3rd Escalation Notification                        | Sends a third escalation notification message to associated parties.                                       |
| Account Lockout                                    | Adds this incident classification to the record.                                                           |
| Account Lockout - Domain                           | Adds this incident classification to the record.                                                           |
| Account Lockout - HR System                        | Adds this incident classification to the record.                                                           |
| Add Attachment                                     | Adds this instruction to the record.                                                                       |
| Add Change                                         | Adds this instruction to the record.                                                                       |
| Add CI Computer                                    |                                                                                                            |
| Add CI Printer                                     |                                                                                                            |
| Add Internal Task                                  | Adds this instruction to the record.                                                                       |
| Add Inventory Item - Computer                      | Adds this instruction to the record.                                                                       |
| Add Inventory Item - Mobile                        | Adds this instruction to the record.                                                                       |
| Add Inventory Item - Network Device                | Adds this instruction to the record.                                                                       |
| Add Inventory Item -Printer                        | Adds this instruction to the record.                                                                       |
| Add Inventory Item - Undefined Type                | Adds this instruction to the record.                                                                       |
| Add Notes                                          | Adds this instruction to the record.                                                                       |
| Add Problem                                        | Adds this instruction to the record.                                                                       |
| Assign Incident to Me                              |                                                                                                            |
| Auto Close                                         | Automatically closes an incident with a status of resolved after a specified number of days.               |
| Auto Close "Waiting for Customer"                  | Automatically closes an incident with a status of waiting for customer after a specified number of days.   |
| Backout Resolution                                 |                                                                                                            |
| Backup Failure                                     | Adds this incident classification to the record.                                                           |
| Calculate Cost                                     |                                                                                                            |
| Called Customer                                    | Adds a called customer entry to the record.                                                                |
| Cannot Access Shared Drive                         | Adds this incident classification to the record.                                                           |
| Cannot open Outlook                                |                                                                                                            |
| Clear Master Incident Link                         |                                                                                                            |
| Clone Incident                                     | Clones the incident.                                                                                       |
| Close from Self Service                            |                                                                                                            |
| Close Incident                                     | Closes the incident.                                                                                       |
| Copy from Master to Related Incidents              |                                                                                                            |
| Copy Master Detail                                 |                                                                                                            |
| Copy Resolution from Master to Related Incident    |                                                                                                            |
| Create Assignment                                  |                                                                                                            |
| Create Memo                                        | Creates a memo for this exception.                                                                         |
| Declare Master Incident                            |                                                                                                            |
| Demote Master Incident                             |                                                                                                            |
| Desktop Application Failure                        | Adds this incident classification to the record.                                                           |
| Email access on mobile device                      | Adds this incident classification to the record.                                                           |
| Email - Cannot Open Outlook                        | Adds this incident classification to the record.                                                           |
| Email Customer                                     | Emails the associated customer.                                                                            |
| Export                                             | Exports record data to another file or file format.                                                        |
| Incident Assigned Notification                     | Sends a notification message of an incident status change to assigned to associated parties.               |
| Incident Closure Notification                      | Sends a notification message of an incident status change to closed to associated parties.                 |
| Incident Priority 1 Notification                   | Sends a notification message of an incident change to a priority 1 classification to associated parties.   |
| IncidentResolved                                   |                                                                                                            |
| Incident Resolved Notification                     | Sends a notification message of an incident status change to resolved to associated parties.               |
| Incident Update Notification                       | Sends a notification message of an incident status change to update to associated parties.                 |
| Left Voice Mail                                    | Adds a left voicemail entry to the record.                                                                 |
| Mobile Phone - Email Issue                         | Adds this incident classification to the record.                                                           |
| Move Resolution to Active History                  | Moves the resolution to the activity history.                                                              |
| New Document Article                               | Creates a new document for the Knowledge Base.                                                             |
| New Error Message Article                          | Creates a new error message article for the Knowledge Base.                                                |
| New FAQ Article                                    | Creates a new FAQ entry for the Knowledge Base.                                                            |
| New Incident Notification                          |                                                                                                            |
| New Issue Resolution Article                       | Creates a new issue resolution article for the Knowledge Base.                                             |
| New Patch Article                                  |                                                                                                            |
| New Q & A Article                                  |                                                                                                            |
| New Reference Article                              |                                                                                                            |
| NewIncidentNotification                            | Sends a notification message to associated parties when a new incident is created.                         |
| New TaskAssignment                                 |                                                                                                            |
| No dial-tone on my phone                           | Adds this incident classification to the record.                                                           |
| PC is very slow                                    | Adds this incident classification to the record.                                                           |
| Post Social message associate with Incident        |                                                                                                            |
| Print Incident                                     | Prints the incident.                                                                                       |
| Printer Out of Toner                               | Adds this incident classification to the record.                                                           |
| Printer Paper Jam                                  | Adds this incident classification to the record.                                                           |
| Problem Workaround Notification for Incident Owner | Sends a notification message of a problem workaround being recorded for an incident to associated parties. |
| Reassign Owner Team                                | Reassigns the incident to a new owner team.                                                                |
| Resolution Threshold Breach                        | Sends a notification message of a resolution threshold breach.                                             |
| Resolve Incident                                   | Changes the incident status to resolved.                                                                   |
| Resolve Incident Related to Problem                | Changes the incident status to resolved and updates the problem record accordingly.                        |
| Resolve Incident via Problem Resolution            |                                                                                                            |
| Resolve Incident via Problem Workaround            |                                                                                                            |
| Response Threshold Breach                          | Sends a notification message of a response threshold breach.                                               |
| Save                                               | Saves the incident record.                                                                                 |
| Set DSMTaskExisted                                 |                                                                                                            |
| Software Failure                                   | Adds this incident classification to the record.                                                           |
| Software Request                                   | Adds this incident classification to the record.                                                           |
| Start Remote Control                               |                                                                                                            |
| StopClock                                          | Stops the escalation clock.                                                                                |
| Update Related Incident                            |                                                                                                            |
| Update Related Incident Resolution                 |                                                                                                            |
| Update Status to Active                            | Changes the incident status to *active*.                                                                   |
| View Workflow                                      |                                                                                                            |
| Voicemail Problem                                  | Adds this incident classification to the record.                                                           |
| VPN Connection Failure                             | Adds this incident classification to the record.                                                           |

6. Check **Target response time** to enable this portion of the escalation schedule. Here, you define a target time to respond to the incident once it has been recorded. This can be dictated by a service level agreement.
   1. Enter a number in the field.
   2. Select an interval from the drop-down list (minutes, hours, or days).
7. Select the hours of operation for your organization.
8. Set the levels of escalation associated with the response cycle. See step 5 for details.
9. Click **Save** to go to the next page.
10. Repeat steps 2 through 9 for all of the priority levels.
11. Click **Next** to go to the next page.

## Defining the Steps for the Incident Lifecycle

On the **Application Setup - Incident Lifecycle** page, you select the actions to take at each stage of your incident management cycle. If you have advanced lifecycle requirements, you can define them later. The default incident lifecycle settings are:

- Incident logged
- Waiting for vendors
- Active
- Waiting for customer
- Resolved
- Closed

Follow these steps:

1. Click **Lifecycle**.
2. For each incident lifecycle stage, check the quick actions to occur.
3. To automatically send an email when the application updates the incident to the associated status, do the following:
   1. Check **Send Email**.
   2. Use the associated drop-down list to select a notification type, such as **Incident Closure Notification** when the incident is in the closed status.
   3. Click **Preview Email** to preview the message.
4. To add another quick action to this lifecycle stage, do the following:
   1. Click **Add another action**.
   2. Select a quick action type. You can select from the following quick actions: **Composite**, **Insert Child Object**, **Send Email**, and **Update Object**.
   3. Select a quick action. The application lists the quick actions that are associated with the selected quick action type.
   4. Click **Save**.
5. Click **Next** to go to the next page.

## Identifying Teams That Your Organization Supports

Use the **Application Setup - Teams** page to identify the teams that your organization will use to support its service desk. Teams that support your organization (that is, that the application lists with a **Service Desk: Yes** entry) can be either active or inactive.

There are three types of teams:

- Supported and active
- Supported and inactive
- Not supported

Follow these steps:

1. Click **Teams**.
2. To activate a supported team that is currently not active, click **Activate** next to its name.
3. To deactivate a supported team that is currently active, click **Deactivate** next to its name.
4. To remove a team from the list of supported teams, do the following:
   1. Click **Edit** next to its name.
   2. Uncheck **Service Desk**.
   3. Click **Save**. The application changes the entry to **Service Desk: No**.
5. To add a new team to support the service desk, do the following:
   1. Click **Add Team**.
   2. Enter a unique name for the team in the **Title** field.
   3. Enter the email address for the team in the **Email** field. You can create a unique email account for each team.
   4. Check **Service Desk** to include this team in the Service Desk support for first line incident response and resolution.
   5. Click **Save**.
6. Click **Next** to save your settings and go to the next page. Refer to [Configuring the Service Desk](docId\:wFrpuMQa15Cu7GOAjy1ok).