Create an incident from an interaction

Create an incident record directly from an interaction when the customer reports events that result in interruption of one or more services.

Before you begin

Role required: agent_workspace_user or admin

Procedure

1. Navigate to All > Workspace Experience > Workspaces > Agent Workspace Home.
2. Create an interaction record.
   For more information, see Create an interaction record in ITSM Agent Workspace.
3. On the interaction page, click Create Incident.
4. On the form, fill the fields.

   Table 1. Incident form

   Field	Description
   Number	Auto-generated unique number to identify the incident record.
   Caller	User who contacted you with an issue. Begin typing the first name of the caller to select from a list of matching names, or click the lookup icon () and select the user.
   Category	Type of issue. After selecting a category, you can select a subcategory if applicable.
   Subcategory	Subdivision of the category.
   Service	Business service that is affected.
   Service Offering	Consists of one or more service commitments that uniquely define the level of service in terms of availability, scope, pricing, and packaging options. Service offering enables you to receive different features and their levels of performance for a given service.
   Configuration item	Configuration item that is affected.
   Contact type	Mode of communication taken by the user to create the incident.
   State	Different states through which the incident proceeds during its life cycle.
   Impact	The effect of an incident, problem, or change on the business processes.
   Urgency	How long the resolution can be delayed until an incident, problem, or change has a significant business impact.
   Priority	How quickly the service desk should address the task. Priority is based on impact and urgency.
   Assignment group	Group to work on this incident. If you do not provide a value, the incident is automatically assigned based on assignment rules.
   Assigned to	The user to work on this incident. Note: If the Assignment group changes, the Assigned to field is cleared.
   Short description	Brief description of the incident.
   Description	Detailed explanation of the incident.
   Notes
   Watch list	Users who receive notifications about the incident when comments are added.
   Work notes list	Users who receive notifications about the incident when work notes are added. Note: The administrator must create an email notification for the work notes list.
   Additional comments (Customer visible)	More information about the issue as needed. All users who can view incidents can also see additional comments.
   Work notes	Information about how to resolve the incident or steps taken to resolve it, if applicable.
   Related Records
   Parent Incident	Associated parent incident that makes the current incident a child incident. Note: When the parent incident is resolved, the child incident is also marked as resolved.
   Problem	Any related problem record.
   Change Request	Any related change request.
   Caused by Change	Associated change request that prompted the creation of the incident.
   Resolution Information
   Knowledge	Option for enabling a knowledge article to be created from this incident when the incident is closed. Note: If you activate the KCS Integration for Incident Management plugin (com.snc.incident.knowledge), the check box is disabled and the Create Knowledge UI is available by clicking the more actions icon ().
   Resolution code	The resolution code for the incident.
   Resolution notes	How or why the incident was closed.
   Resolved by	User who resolved the issue.
   Resolved	Date and time when the incident was resolved.

5. Click Save.
   An incident is created and the interaction appears in the Interactions related list.