Open an incident

You can open incident records as part of many Service Management processes, including interaction management, event management, configuration verification and audit, and incident management.

Note: For information on opening or creating incident records in the interaction management process and event management process, see the related topics.

To open an incident record:

1. Click Incident Management > Create New Incident. The incident record quick form opens.
2. Click Fill to select an Assignment Group. 
3. Click Fill to select the applicable Affected Service. 

4. Click Fill to select the Affected CI.

   Note: The Default Impact and Priority values of the affected CI are automatically populated to the Impact and Urgency fields of the incident record. You can manually change these auto-populated values if needed.

   Caution: If you specify the Impact and Urgency values first and then specify an Affected CI with an empty Default Impact or Priority value, the Impact or Urgency value you selected for the incident record will be cleared.

5. Type a Title for the incident.
6. Type a Description of the incident.
7. Click Search Knowledge icon to see if the issue is already logged in the knowledgebase.
8. Complete the required fields in the Incident Details section.
9. Complete the form with any other relevant information.

10. Click Save & Exit.