Use the Create Incident page to report new incidents or work requests. You can create a new incident from Demand Management or directly from the investment.
To create an incident, you must have both the Incidents - Create access right and the Incidents - Select Category access rights for at least one incident category.
To report a new incident or work request
The Incident List page appears.
The Create Incident page appears.
Defines the name of the incident. The name should be short and descriptive.
Defines the tracking number for this incident. If auto-numbering is enabled, this field is read only.
Defines the detailed description for the incident.
Indicates a type for this incident. Select Incident or Service Request from the drop-down.
Defines the classification for this incident and helps to trace costs for unplanned work. Click the Browse icon to select the incident category for this incident.
Indicates the status for this incident. The status of a new incident is set to "New" by default when you first save it.
Select one of the following from the drop-down to change the status: New, Assigned, Work In Progress, Escalated, On Hold, Resolved, and Closed.
Defines the critical measure the incident has based on business needs. Select one of the following: Low, Medium, and High.
Defines the extent to which the incident leads to a distortion of expected service levels. Select one of the following from the drop-down: Low, Medium, and High.
Indicates if the priority of the incident can be overridden. Incident priority is ranked by the Incident Priority matrix based on urgency and impact selections.
This field is displayed only if you have the Incidents - Override Priority access right. Select this check box to override the priority of the incident.
Defines the order in which incidents should be resolved based on impact and urgency. If you do not have the Incidents - Override Priority access right, the priority is system-generated and read-only. Otherwise, first select the Override Priority check box and then select a priority from the drop-down: Low, Medium, and High.
Defines the resource assigned to the incident. Click the Browse icon next to the Assigned To field to assign a resource.
Indicates if this incident can be converted into a project or project task.
To enable this incident for conversion, you must complete all required fields and submit this incident. Re-open this incident and select this check box.
Defines the resource assigned as the project manager for this incident. To enable this incident for conversion into a project or project task, complete all required fields and submit this incident. Re-open this incident and click the Browse icon to select the project manager.
After an incident is submitted, displays the date and time this incident was created. This field is read-only.
Defines the date the IT worker is expected to start working on this incident.
Note: You must have the Incident - Create/Edit access right to view this field.
Defines the date the IT worker is expected to complete the work and mark this incident resolved.
Defines the estimated total amount of effort needed to resolve this incident.
Note: You must have the Incident - Create/Edit access right to view this field.
Displays the sum of all the hours from individual effort entries for the incident.
Defines the date the incident's status set to "Resolved".
Defines the date this incident’s resolution is accepted and the incident is verified to be closed.
Indicates If an file relating to this incident is attached. Click the Browse icon and attach the file. You can add up to 10 file attachments.
Displays the case or incident identification number that originated in the external system if this incident was imported from another system of record. This field is read-only.
Defines the contact for this incident. By default, it is resource currently logged in. Click the Browse icon to select another resource as the contact.
Defines the primary contact’s email address.
Defines the primary contact’s home phone number.
Defines the primary contact’s work phone number.
Defines the primary contact’s mobile phone number.
Defines the primary contact’s pager number.
Defines primary contact’s fax number.
| Copyright © 2010 CA. All rights reserved. | Email CA Technologies about this topic |