---
sourceDocument: Xanadu IT Operations Management
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/it-operations-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu IT Operations Management

ft:clusterId :

    - itom

bundleId :

    - itom

workflow :

    - Technology


---

# Manually create an SRM incident

# Manually create an SRM incident {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Create an incident if you think an issue poses a serious risk and should be taken care of as soon as possible.

## Before you begin

Role required: Responder, Manager, or Administrator

## About this task

## Procedure

1. Navigate to WorkspacesService Operations Workspace.  
   You are taken to your SRM homepage.  
   Note:  
   If you have other SOW applications, and depending on your assigned roles, that homepage may not be the SRM homepage. It is the SOW homepage instead, with SRM alerts and incidents included in your metrics. In that case, to view SRM specific areas, select SRM modules from the left navigation pane.
2. From the left navigation pane, select the reliability tasks icon (![Reliability tasks icon]()). {#sr-create-incident__select-reliability-tasks}
3. Select the Incidents tab.
4. Select New.
5. Fill in the fields on the Create New Incident form, as appropriate.  
   Only the Short Description field is required.  
   {#sr-create-incident__table_vks_thr_ns__entry__2}

   | Field | Description |
   |-|-|
   | Short Description | Add brief description of the incident. |
   | Description | Add detailed description of the incident. |
   | Number | Identifier assigned to the incident. |
   | Impact | Select is a measure of the effect of the incident. Impact affects Priority. Choices are: * 1 - High * 2 - Medium * 3 - Low {#sr-create-incident__ul_ayg_z2z_ryb} |
   | Assignment group | Select a team to work on the incident by typing or searching. |
   | Priority | Automatically set based on Impact and Urgency. It identifies how quickly the incident should be addressed. See Priority Data lookup rules table below. Values are: * 3 - Moderate * 4 - Low * 5 - Planning {#sr-create-incident__ul_wgn_lj5_4pb} |
   | Category | Select a category for the incident. Choices are: * --None-- * Inquiry/Help (default) * Software * Hardware * Network * Database {#sr-create-incident__ul_pn4_cgz_ryb} |
   | Urgency | Select a measure of how long the resolution can be delayed until an incident has a significant business impact. Urgency affects Priority. |
   | Service | Select a service associated with the incident. |
   | Severity | Select a severity to associate with the incident by typing or searching. Choices are: * 1 - High * 2 - Medium * 3 - Low {#sr-create-incident__ul_zgw_vgz_ryb} |
   | Configuration item | Select a asset to associate with the incident by typing or searching. |
   | Assigned to | Assign team member to work on the incident by typing or searching. |
   | State | Choose a state for the incident. Choices are: * New (default) * In Progress * On Hold * Resolved * Canceled {#sr-create-incident__ul_abk_rj5_4pb} See [SRM incident states](https://www.servicenow.com/docs/62d_hBBgjA6pWl6UWPa7VA "Incidents can be in a few different states depending on how they are acted on.") for more information. |
   | Watchlist | Select individuals to watch the incident by typing or searching. |
   | Resolution code | Select a resolution code when you have one. Choices are: * None (default) * Duplicate * Known error * No resolution provided * Resolved by caller * Resolved by change * Resolved by problem * Resolved by request * Solution provided {#sr-create-incident__ul_pst_mhz_ryb} |
   | Resolution notes | Enter any relevant resolution information. |
   [Table 1. Incident Field mapping]

   {#sr-create-incident__table_vks_thr_ns}  
   Note:  
   Priority is calculated according to the following sample data lookup rules: {#sr-create-incident__table_DataLookupRules__entry__3}

   | Impact | Urgency | Priority |
   |-|-|-|
   | 1 - High | 1 - High | 1 - Critical |
   | 1 - High | 2 - Medium | 2 - High |
   | 1 - High | 3 - Low | 3 - Moderate |
   | 2 - Medium | 1 - High | 2 - High |
   | 2 - Medium | 2 - Medium | 3 - Moderate |
   | 2 - Medium | 3 - Low | 4 - Low |
   | 3 - Low | 1 - High | 3 - Moderate |
   | 3 - Low | 2 - Medium | 4 - Low |
   | 3 - Low | 3 - Low | 5 - Planning |
   [Table 2. Priority Data lookup rules]

   {#sr-create-incident__table_DataLookupRules}
6. Select Save.  
   The incident is created and the new incident form displayed.
7. Add an attachment related to the incident in the Actions panel using the Attachments icon ![Attachments icon]().
8. Create an incident template using the Template icon ![Template icon]().  
   See [Manually create an SRM template](https://www.servicenow.com/docs/tCtbLazKITieGVHCUiSlRA "Templates help you quickly create SRM services, alerts, incidents, or teams from existing forms.") for more information.
9. Start or join a Zoom meeting, Microsoft Teams, or Slack channel in the Collaboration panel..
10. Select Save.  
    The incident appears with comments, work notes, and incident activity captured in the Activity stream. For more information on incident fields, see [SRM incident workspace](https://www.servicenow.com/docs/Kou_1LhUopNEX1s2upH2OQ "The incident workspace contains various panels containing incident details and possible actions.").

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