Manually create an SRM incident

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 Workspaces > Service Operations Workspace.
   You're taken to your SRM Home page.

   Note:

   If you use other Service Operations Workspace (SOW) applications, you may see the SOW Home page instead of the SRM Home page. The SOW Home page includes SRM alerts and incidents in its metrics.
2. From the primary navigation, 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.

   Table 1. Incident Field mapping

   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
   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
   Category	Select a category for the incident. Choices are: --None-- Inquiry/Help (default) Software Hardware Network Database
   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
   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 See SRM incident states 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
   Resolution notes	Enter any relevant resolution information.

   Note:

   Priority is calculated according to the following sample data lookup rules:

   Table 2. Priority Data lookup rules

   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

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 .
8. Create an incident template using the Template icon .
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 incidents.