Create Incidents

Creating an incident is possible through the service portal and agent interface. Depending on the role and authority of users in the system, they have access to different options for creating incidents:

• via the Self-Service Portal
• via the agent interface
• from a user query

Create an incident via the Self-Service Portal

tip

This procedure is available for all end-users.

To create an incident, complete the following steps:

1. Navigate to your Self-Service Portal main page.
2. Click Report an incident and fill in the fields.
3. Click Save.
4. Click Save.

Incident form fields

Field	Mandatory	Description
Urgency	Y	Specify the urgency of the request. Typically, it is evaluated based on the time remaining until the incident impacts the business. See the Priority Management article to learn more.
Subject	Y	Add a brief description of the incident.
Description	N	Add a detailed description of the incident.

If the urgency is set to Very high, the caller is asked to confirm information by phone. The phone number displayed here can be specified in the itsm.notification.contact.phone system property.

You can also attach some files by using the attachment window. To add files, drag them to the attachment window, or click Upload from your device and select them on your device.

You can track the work process on the My Tickets page. To open the record of the incident, complete the following steps:

1. In the header, navigate to Cabinet → My Tickets.

   

2. Click My Incidents on the left.

   

3. Check the state of the created incident.

Also, you can see more information about the incident by clicking its number.

Create an incident via the agent interface

tip

Role required: ITSM_agent or admin.

To create an incident, complete the following steps:

1. Navigate to Incident Management → New.
2. Fill in the fields.
3. Click Save or Save and exit to apply the changes.

Incident form fields

The incident number has the INCXXXXXXX format and is populated automatically.

General

Field	Mandatory	Description
State	N	Specify the work state and progress of the incident. See the Process Incidents article to learn more.
Resumption of work	Y	Indicate the date and time when the work on the incident must be resumed. The field appears when the incident is in the Postponed state.
External task	N	Specify the task to do for the external company. The field appears when the incident is in the External processing state. If the field is populated, it is displayed in other states.
External company	N	Specify the company that works on the incident task externally. The field appears when the incident is in the External processing state. If the field is populated, it is displayed in other states.
Resumption of work	Y	Indicate the date and time when the work on the incident must be resumed. The field appears when the incident is in the Postponed state.
External task	N	Specify the task to do for the external company. The field appears when the incident is in the External processing state. If the field is populated, it is displayed in other states.
External company	N	Specify the company that works on the incident task externally. The field appears when the incident is in the External processing state. If the field is populated, it is displayed in other states.
Impact	Y	Measure the impact caused by the incident on the business processes. When the Major incident checkbox is selected, the value of this field is changed to Very high. See the Priority Management article to learn more.
Urgency	Y	Specify the urgency of the request. Typically, it is evaluated based on the time remaining until the incident impacts the business. See the Priority Management article to learn more.
Priority	Y	Identifies the importance of the incident. This field is populated automatically based on the value of the Impact and Urgency fields. See the Priority Management article to learn more.
Assignment group	Y	Specify the group assigned to work on the incident. This field is non-mandatory if the Assigned user field is filled in or the State is In progress, Completed, or Closed. There is a dependency between the Assigned user and Assignment group fields. See the Auto Assignment article to learn more.
Assignment group	Y	Specify the group assigned to work on the incident. This field is non-mandatory if the Assigned user field is filled in or the State is In progress, Completed, or Closed. There is a dependency between the Assigned user and Assignment group fields. See the Auto Assignment article to learn more.
Assigned user	Y	Specify the user assigned to work on the incident. This field is non-mandatory if the Assignment group field is filled in and the State is not In progress, Completed, or Closed. To reassign a user or a group, use the Reassign button at the top right corner of the window. Assign another user or a group by clicking the magnifier icon next to the Assigned user field. As a result, the incident state changes to Assigned. There is a dependency between the Assigned user and Assignment group fields. See the Auto Assignment article to learn more.
Subject	Y	Add a brief description of the incident. After saving, the field is hidden on a form.
Description	N	Add a detailed description of the incident. If the Infrastructure incident checkbox is selected, this field becomes read-only after the record is created.
Steps to reproduce	N	Specify the steps to reproduce the incident.
Screenshot	N	Upload screenshots supporting the incident, if any.
Related CIs	N	Specify the related configuration items affected by the incident.
Caller	Y	Specify the originator of the incident.
Company	N	Specify the company to which the incident is related.
Service	Y	Specify the service affected by the incident.
Contact type	Y	Select the source from which the request is received. Available options: Phone Email Self-service When the Infrastructure incident checkbox is selected, the available options change to: 1st Level 2nd Level Monitoring The incidents with the Contact type set to Monitoring can be automatically created by an integrated monitoring system via Monitoring and Event Management. When the record is saved, this field becomes read-