Create an incident task to communicate with and request work from assignment groups other than the one that is mentioned for the incident.

Before you begin

Role required: itil, sn_incident_write, or admin

Procedure

  1. Navigate to All > Incident > Open.
  2. Open the incident record.
  3. In the Incident Tasks related list, click New.

    If you do not see the Incident Tasks related list, you need to add it. For information on how to a related list, refer Add a related list to a form.

    Alternatively, you can also right-click on the header form and on the context menu, select the Create Incident Task.

  4. On the form, fill in the fields.
    Field Description
    Number Unique system-generated incident task number.
    Incident Incident with which the task is associated.
    Configuration item The affected CI.
    State The state moves and tracks incident task through several stages of resolution.
    Priority
    Assignment group The group who works on the incident task. If you leave it blank, the incident is automatically assigned.
    Assigned to The user to whom the incident task is assigned to work on.
    Note: If the Assignment group changes, the Assigned to field is cleared.
    Short description A brief description of the incident task.
    Description Detailed explanation on the incident task.
    Notes
    Work notes list Users who receive notifications about this incident task when work notes are added.
    Note: You can the add me icon Add me icon to add yourself to the work notes list.
    Work notes Information about how to resolve the incident task, or steps taken to resolve it, if applicable.
  5. Click Submit.