Create an incident in Service Operations Workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • Track the investigation, possible solutions, and resolution of a problem for a customer.

    Before you begin

    Role required: itil or admin

    Procedure

    1. Perform one of the following actions to start creating an incident.
      OptionDescription
      From the List menu
      1. From the primary navigation, click the list icon (List icon).
      2. Click the add icon (add icon) next to the List tab.
      3. Click New Incident.
      From an incident list
      1. Navigate to a list of incidents.
        Note:
        Following lists are available for incidents:
        • Assigned to me
        • Unassigned
        • Open
        • Resolved
        • All
      2. Click New.
      From an interaction
      1. Open an interaction.
      2. From the record page, select Create incident.
    2. On the form, fill the fields in the Details tab.
      Table 1. Create New Incident form

      Field

      Description

      Incident
      Short description

      Brief description of the incident.
      Description

      Detailed explanation of the incident.
      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 look up and select the user.
      Location

      Location of the caller.
      Channel

      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.

      Impact

      Service

      Business service that is affected.

      Configuration item

      Configuration item 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.

      Business impact

      Impact of the incident.

      Assignment
      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.
      Notes
      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.
    3. Click Save.