Create an incident from app landing page

  • Release version: Australia
  • Updated January 30, 2025
  • 1 minute to read

    • Create an incident directly from your agent mobile app landing page with a single tap.

    Before you begin

    Role required: itil, sn_incident_write, or admin

    Procedure

    1. On your agent mobile app landing page, select the create incident shortcutto create an incident directly from the landing screen.
    2. Fill in the fields.
      Field Description
      Caller Tap on the arrow to search and choose a caller to whom this incident should be assigned.
      Short description Provide a brief description of the incident.
      Urgency Populate the urgency of the incident. The available options are:
      • 1 - High
      • 2 - Medium
      • 3 - Low
      Impact Measure of the effect of the incident on business processes. The available options are:
      • 1 - High
      • 2 - Medium
      • 3 - Low
      Priority Level of identification of how quickly the service desk should address the task.
      Note:
      • This field is read-only and is auto-populated based on the values defined in Urgency and Impact.
      • When updating Urgency and Impact, you must add the work notes. In such case, the value in this field is updated based on the modified the Urgency and Impact values.

      For more information on configuring the auto-populated values, see Configure auto-fill inputs on input form screens.
      Description Provide the detailed description of the incident.
      Service Tap the arrow to search and choose the service to which the incident belongs.
      Configuration item Tap the arrow to choose the configuration item for the incident.
      Assignment group Tap the arrow to search and choose an assignment group to which the incident should be assigned.
      Assigned to Tap the arrow to search and choose a person from the assignment group.