Create a new incident from a user interaction

Part of Workflow(s):Incident logging and categorization (SO2.1)

Applies to User Roles:Service Desk Agent

You can create an incident from a user interaction because it cannot be solved immediately. You can also update an incident from a user interaction that has already been escalated.

To create an incident from a user interaction:

1. Click Service Desk > Create New Interaction. Service Manager opens a blank New Interaction form and assigns the issue a unique interaction ID.
2. Select the contact for the interaction. The associated fields fill automatically.
3. Select the user's preferred notification method.
4. Select the service recipient. The associated field fills automatically.
5. Select the service or affected configuration item (CI).
6. Type a title and description for the interaction.
7. When you determine that you are unable to solve the user's issue, select the Impact and Urgency of the interaction, and then click Escalate. The Escalation Wizard opens with a list of previously-reported incidents that contain the same issue.
8. Browse the list of incidents to find a record that matches the issue being reported. If you select a record, do the following.
   1. Click link to link the incident record to the user interaction record. A message displays, stating that the interaction has been associated with the incident.
   2. Click OK.
   3. Click Back to go back to the interaction record. A message displays stating the interaction has been added.
   4. Click Save & Exit.
9. If no incidents match the issue being reported in the user interaction record, click Create New Incident, fill in Location and Assignment, and then click Next. A list of potentially-related problems is opened. You can do one of the following:
   • Link to an existing problem.
     1. Click link to link the problem record to the new incident record. A message displays, stating the new incident record has been associated with the existing problem.
     • Click OK.
     • Click Continue. You are returned to the interaction record.
     • Click Save & Exit.
   • If no problems relate to the new incident, click Continue to proceed with opening a new incident. After the new incident is opened, you are returned to the user interaction.
     • Click Save & Exit.

To update the new incident:

1. Click Service Desk > Interaction Queue. Service Manager opens the Interaction queue.
2. Double-click the interaction in the queue to display the details of the record.
   
   Note: Those items with a status of Open – Linked are user interactions that have been escalated to Incident Management.
3. For interactions that are complaints or concerns:
   1. Click More or the More Actions icon and select Related > Incidents > View to view and select the related incident.
   2. Select Service Desk in Assignment Group.
   3. Select the name of the Service Desk Manager for Assignee.
   4. Using internally-defined procedures, provide the interaction number and the SLA target to the customer. The incident is now assigned to the Service Desk Manager.
   5. Click Save & Exit.
   6. Click Back to return to the next interaction in the queue.
4. For interactions that are not complaints or concerns:
   1. Click More or the More Actions icon and select Related > Incidents > View to view and select the related incident.
   2. Click Fill to select the applicable Assignment Group for the incident.
   3. Use internally defined procedures to provide the interaction number and the SLA target to the customer.
   4. Click Save & Exit.
   5. Click Back to return to the next interaction in the queue.

Related topics

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

Incident logging and categorization (SO2.1)