Create Infrastructure Incidents
Role required: ITSM_agent or admin.
To create an infrastructure incident, complete the following steps:
- Navigate to Incident Management → New.
- Fill in the fields. Ensure that you select the Infrastructure incident checkbox.
- 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 tab
| Field | Mandatory | Description |
|---|---|---|
| State | N | Specify the work state and progress of the incident. If the incident is a child incident, the State field becomes read-only and is automatically populated with the value from the corresponding field of the parent infrastructure incident. |
| 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 be done by 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. |
| Urgency | Y | Specify the urgency of the incident. Typically, it is evaluated based on the time remaining until the incident impacts the business. See the Priority Matrix article to learn more. If the incident is a child incident, the Urgency field becomes read-only and is automatically populated with the value from the corresponding field of the parent infrastructure incident. |
| 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. If the incident is a child incident, the Impact field becomes read-only and is automatically populated with the value from the corresponding field of the parent infrastructure incident. |
| 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 Matrix article to learn more. If the incident is a child incident, the Priority field becomes read-only and is automatically populated with the value from the corresponding field of the parent infrastructure incident. |
| Assignment group | Y/N | 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. If the incident is a child incident, the Assignment group field becomes read-only and is automatically populated with the value from the corresponding field of the parent infrastructure incident. There is a dependency between the Assigned user and Assignment group fields. See the Auto Assignment article to learn more. |
| Assigned user | Y/N | 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 in the upper-right corner of the page. 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. If the incident is a child incident, the Assigned user field becomes read-only and is automatically populated with the value from the corresponding field of the parent infrastructure incident. 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 record, this field is hidden. |
| Description | N | Add a detailed description of the incident. This field becomes read-only after the infrastructure incident 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/N | Specify the originator of the incident. For infrastructure incidents created both manually and automatically, the field:
If the Infrastructure incident checkbox is cleared, the field is displayed, becomes mandatory, and is filled with its previous value. |
| Company | N | Specify the company to which the incident is related. |
| Contact type | Y | Select the source from which the request is received. Available options:
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-only. |
| Service | Y | Specify the service affected by the incident. In the dropdown list, you can select from the services whose Service type is not Request. Clicking the icon opens the Services record picker, which has a filter with the corresponding condition. You can remove this condition to display all the services and select the one you need. |
| Service consumer | Y/N | Specify the organization unit that is the service consumer. Learn more in the Task article. The field is mandatory if the Service is specified. |
| Caller is consumer | N | Select this checkbox if the Caller is the Service consumer. Learn more in the Task article. |
| Infrastructure incident | N | Select this checkbox to create an infrastructure incident. When the record is saved, this field becomes read-only. |
| Major incident | N | Select this checkbox to categorize the incident as a major incident. The field appears on the form when the Infrastructure incident checkbox is selected. If the Infrastructure incident checkbox is cleared, the Major incident checkbox is cleared and hidden. Only the assigned user, an incident manager or an admin can edit this field. After the record is saved, this field is displayed and can be edited if the Infrastructure incident checkbox is selected. |
| Attention required | N | Select this checkbox to notify the line manager of the assigned group or user. |
| Followers list | N | This field is populated automatically with a list of users who follow the incident for tracking the updates. It is read-only for any users without the ITSM_agent or admin roles. |
| SLA Breached | N | By default, the field is hidden. When the time set in the SLA indication expires, the value of the field changes from false to true. |
Activity Feed section
This section appears after the incident is saved.
| Field | Mandatory | Description |
|---|---|---|
| Work notes | N | Add any work notes that may be useful to you or other agents working on the incident. |
Related Records tab
Use this tab to create relationships between incidents and other types of records. See Create Records Related to Incidents to learn more.
Note that if the incident is a child incident, the information from the parent infrastructure incident is transferred to the corresponding fields of the General tab in the current incident form. Some related records from the parent incident are also automatically added to the corresponding fields of its child incidents.
Closure Information tab
The Closure Information tab appears and becomes mandatory when the incident state is Completed or Closed. See Process Incidents to learn more.
Related lists
The External Specification and Internal Specification related lists contain Knowledge Base articles with the same Service as in the incident, for quick access to the necessary instructions. Learn more in the Service Specifications article.
The Child Incidents related list is available on the infrastructure incident form. It includes all child incidents of the current incident.