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You can create an incident to report new incidents or work requests from Demand Management, or directly from the investment.
To create an incident, you require the following access rights for at least one incident category:
Follow these steps:
The list page appears.
The create page appears.
Defines the name of the incident. Make the name short and descriptive.
Defines the tracking number for this incident. If auto-numbering is enabled, the 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.
Default: Medium
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.
Default: Medium
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 the check box to override the priority of the incident.
Defines the order of resolving incidents 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.
After an incident is submitted, displays the date and time of creating the incident. The field is read-only.
Indicates the date the IT worker is expected to start working on the incident.
Note: Verify that you have the Incident - Create/Edit access right to view the field.
Indicates the date the IT worker is expected to complete the work and mark the incident resolved.
Defines the estimated total amount of effort to resolve the incident.
Note: Verify that you have the Incident - Create/Edit access right to view the field.
Displays the sum of all the hours from individual effort entries for the incident. This field is read-only.
Indicates the date the incident status is set to "Resolved".
Indicates the date the incident resolution is accepted and verified for closure.
Indicates if a file relating to the incident is attached. Click the Browse icon and attach the file. You can add up to ten file attachments.
Defines the contact for this incident. By default, it is resource currently logged in.
Defines the primary contact email address.
Defines the primary contact home phone number.
Defines the primary contact work phone number.
Defines the primary contact mobile phone number.
Defines the primary contact pager number.
Defines primary contact fax number.
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