Register an incident

If a user contacts you to report an incident, you can create a Service Desk interaction record to collect information about the service request. Categorize the service request as an incident, and then solve or escalate the request.

To register an incident, follow these steps:

1. Click Service Desk > Create New Interaction.

Service Manager prompts you to choose a category, after which the new interaction form is displayed. However, if a default category is defined in Service Desk > Administration > Settings, you are not prompted to choose a category, and the the new interaction form is displayed with the category field pre-populated.

2. Select the contact for the interaction. The associated fields fill automatically.

   Note If you use the Fill function to replace the information in a field that already contains data, clear the field before you click Fill. If the field contains data, the Fill function does not work.

3. Select the user's preferred notification method.
4. Select the service recipient. The associated field fills automatically.
5. Select the affected service.

6. Selected 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 interaction record. You can manually change these automatically populated values if needed.
   • 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 that you selected for the interaction record is cleared.
7. Type a title and description for the interaction.
8. Select the Area and Subarea.
9. Follow these steps to determine if there is a known solution or workaround for the user's issue:

   1. Search the available knowledge bases.

      Note When you use the Search Knowledge option from the New Interaction form, Service Manager uses the interaction description text as the search query.

   2. If you find an existing solution or workaround in the knowledge bases, close the interaction by using the solution.
   3. If you are unable to solve the user's issue, search for a problem or known error.
   4. If you find a workaround in the problem or known error records, close the interaction by using the workaround.
10. If you are still unable to solve the user's issue, select the impact and urgency of the request, and then click Escalate.

11. The Escalation wizard opens. Follow the onscreen instructions. Service Manager creates both an interaction record and an incident record, and then associates the interaction to the incident.

Related topics

What is a Service Desk interaction?
Affected CI field in Service Desk
Notify By field
Working with Service Desk interaction records
Associating a Service Desk interaction with another application record
Example: Search for a record

Related topics

Register a complaint
Register a request for change
Register a request for information
Register a service catalog request
Reopen an incident
Update an interaction record
Cancel a new Service Desk interaction
Search for a solution
Close a first time resolved Service Desk interaction