How to Manage IT Services › Manage Incidents for a Service

Manage Incidents for a Service

Use incidents to track the IT demand from users and the work performed by IT analysts on your services. Incidents can include problems, issues, defects, and other requests.

Follow these steps:

1. Open a service.
2. Open the Properties menu and click Incident Categories.
3. Select the incident categories to associate with the service, and click Add. Incident categories group incidents to capture and assess the cost incurred and to view resource utilization.

   Note: Your administrator sets up and maintains the incident categories. Administrators can also associate any service collectively to an incident category.

4. Click Save and Return.
5. To view a list of incidents, open the Properties menu, and click Incidents.
6. To create a new incident, click New.
7. To reassign an incident click Reassign.
8. To convert an incident into a task or project, click Convert.