Incidents application

An incident record captures information about an event that deviates from standard service or an event that might disrupt the quality of that service. You use the Incidents application to create and modify incident records.

An incident record is a type of ticket. Other ticket types are service requests and problems. The ticket applications are closely related and share many features, including the ability to define relationships between tickets and link them together for information purposes. You can then view the linkages and details in the appropriate applications.

When resolving an incident, the goal of the agent is to restore service to a customer as soon as possible. After creating an incident record to initially document the incident, you can investigate potential solutions. When you have identified a solution, you can record it on the incident. If resolving the incident involves creating a service request, incident, problem, or work order, you can create it directly from the incident record. You can also relate similar records to the incident. To simplify management of multiple tickets, you can mark the incident as a global issue and relate other tickets to the global record.



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