Create a new incident from a user interaction

Part of Workflow(s): Incident Management: Logging

Applies to User Roles: Service Desk Agent

You can create an incident from a user interaction. You can also update an incident from a user interaction that has already been triggered to an incident.

Create an incident from a user interaction

To create an incident from a user interaction, follow these steps:

1. Click Service Desk > Create Streamlined Interaction. The New Interaction form is displayed.

2. Specify the Contact for the interaction.

3. In the Service Recipient field, select the service recipient.

4. In the Notify By field, select the user's preferred notification method.

5. Type a description for the interaction.

6. In the Category field, select the incident or request for information category.

7. (Optional) In the Subcategory and Area fields, select the subcategory and area for the interaction.
8. In the Affected Service field, select the affected service.

9. Click the Continue button. The New Incident form is displayed, with fields populated with the values from the interaction.

10. Proceed with opening a new incident by updating fields such as Primary Affected Service, and then click Save.

11. Search possible solutions in the form that appears. If matching solutions are found, select the corresponding record, and then click Link Selected Record.

    Note You can also perform this step after an incident is created. To do this, open the incident and then select Solution Matching from the More menu in the Detail List toolbar.

12. Complete the incident form with any other relevant information.

13. Click Save & Exit.

Update the new incident

To update the incident from the related user interaction, follow these steps:

1. Click Service Desk > Interaction Queue. Service Manager opens the Interaction queue.
2. Click the interaction in the queue to display the details of the record.
   
   Those items with a status of Dispatched are user interactions that have been triggered to Incident Management (or another module).
3. On the record details page, click the Related Records tab, and then click the related incident that you want to update.
4. Proceed with updating the incident. After closing the incident form, you are returned to the user interaction list.

Related topics

Example: Search for a record
Create New Incidents from Monitoring System Notifications
Review and Update Incident Information
Register an incident