Incidents

You create incident records to capture information about an event that deviates from standard service or an event that might disrupt the quality of that service. End users might or might not be aware of the event. The Incidents application enables you to create and modify incident records.

About this task

An incident record is a type of ticket. Other ticket types are service requests and problems. The ticket applications are closely related and share many features, including the ability to define relationships between tickets, link them together for information purposes, and view the linkages and details in the appropriate applications.
  • Incidents application
    Use the Incidents application to create and modify incident records. You create an incident record to capture information about an event that deviates from standard service or an event that might disrupt the quality of that service.
  • Creating an Incident
    You create an incident record to document a deviation from an expected standard of operation. Incident records might be created automatically from sources such as email, system monitoring tools, or external applications
  • Creating related records
    While working on a ticket, you can create several types of related records.
  • Working with automatic assignment of owners to incidents
    The Automatic Assignment feature in the Incident application allows for automatic and repeated assignment of owners to incidents until an agent accepts ownership. This can be particularly useful where there are high volumes of tickets, a variety of owner selection criteria, and time dependencies for responding to incidents. This features provides the ability to continuously examine tickets that do not have owners assigned, and specify new owners until the incident is assigned an owner and addressed. The identification of owners takes into account the person's calendar, availability, shift, and workload.
  • Communication Templates and Automatic Notifications
    The Incidents application provides predefined communication templates that you can use when sending a communication to other users. Communications that use predefined templates are automatically sent to the Reported By and Affected Person users shown on the incident record when certain conditions occur, such as a change in the status of the incident.
  • Investigate an Incident using Workflows
  • Resolving an Incident
  • Reporting labor time
    You can report labor time either for an incident as a whole, for activities on the incident, or for both types of labor time.
  • Starting and stopping the timer
    You can use a timer to record the time that you spend working on an incident, a problem, or a service request.
  • List Failure Codes
  • Adding or changing incident specification attributes
Parent topic: Working with Service Desk
Related reference:
Common ticket concepts and tasks

Feedback