Open an incident

Applies to User Roles:

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

Related topics

Incident Management overview
Create New Incidents from Monitoring System Notifications
Create a new incident from a user interaction
Affected Item field in Incident Management

Access Incident Management views
Update an incident
Relate a record to an incident record
Resolve an incident
Close an Incident
View clocks
Example: Search for a record