Create an incident in ITSM Agent Workspace

You can create an incident record to document a deviation from an expected standard of operation.

Before you begin

Role required: agent_workspace_user or admin

About this task

Incident records enable you to track the investigation, possible solutions, and resolution of a problem for a customer. If resolving the incident involves creating a problem, change, or service request, you can create the record directly from the incident record.

Procedure

1. Navigate to All > Workspace Experience > Workspaces > Agent Workspace Home.
2. From the navigation list, click Incidents > Open.
3. Click New.
4. On the form, fill in 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. You can populate the Assignment group field automatically based on the support group available for the respective configuration item (CI). If the CI does not have any support group, then the field gets populated with the support group available for service offerings. The business rule Populate Assignment Group based on CI/SO triggers the functionality when an incident, problem, or change request is created or updated and when the Assignment group and the Assigned to field is empty. The following properties identify the field whose value populates the Assignment group field: com.snc.incident.ci_assignment_group.field_name: This incident property identifies which CI field populates the Assignment group field. com.snc.incident.service_offering_assignment_group.field_name: This incident property identifies which service offering field populates the Assignment group field. Note: The default value for the properties is support group for incident or problem and change group for change request respectively. The business rule Populate Assignment Group based on CI/SO is shipped as part of the development plugin ITSM CSDM Best Practice – Quebec plugin (com.snc.best_practice.itsm_csdm.quebec) and is available only for the new customers.
   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.