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.
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. |