Creating incidents

You create an incident record to capture information about an event that deviates from an expected standard of operation or that might disrupt the quality of service.

Procedure

  1. In the Incidents application, on the toolbar, click the New Incident icon.
  2. Specify the following information as needed:
    Classification and attributes Classify the ticket to categorize the information and enable solution searching, ticket routing, and reporting.
    Owner Take ownership or assign an owner. Ownership implies overall responsibility for the ticket.
    Solution Record a known solution or create a solution for later approval.
    Assets and locations Specify the primary affected asset or location in the appropriate field. You can specify multiple related assets and locations in the Related Assets table window.
    CI (configuration item) number Associate a configuration item with the ticket.
    Global record Identify the incident as a global issue if it affects many users or causes other issues. Global records can be managed together.
    Service level agreements (SLA) Apply a service level agreement to this record to specify service level targets and actions.
    Activities and labor Specify needed activities and labor to resolve the incident. Report labor transactions for completed activities.
    Related records Create or view relationships to other tickets and work orders. Search for similar tickets.
    Log data Enter or view notes and communications information for the incident
    Failure reporting Record or view problems, causes, and remedies related to the issue. Identify trends and isolate possible failure causes.
  3. Save the record.


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