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When system users detect a failure of an asset/resource or a degradation of service, then they can sent an incident request to the system administration team using the New Request form.
There are various modes of placing a request to the system administration team. Some of the most common modes are,
Requesters call up the help desk agent and report an issue or explain the nature of their request. The help desk agent will then manually feed in the details into the application.
Requesters log into the Self Service Portal and submit their requests, or
Requesters email the request to the help desk team. The email is automatically converted to a new request in the application.
Apart from the above three modes, there are various other modes by which an incident request is created. For more information on adding additional modes, refer to Configuring Mode section.
Creating incident requests from the application
A typical example for technicians to create an incident request from the application would be when a technician is on a call with the requester. The technician fills in the necessary details for future references.
There are three ways in which the new incident request form can be accessed in the application,
New Incident drop-down
Quick Create - New Incident
Request tab
1. New Incident drop-down
The Incident Templates configured in the application are grouped according to the service category and displayed in the New Incident drop-down. The New Incident drop-down is an instant means to access the request form.
All you need to do is browse through the available incident templates
and select the one relevant to the issue, and raise a new incident. The
Incident Templates
are configured in the Admin tab.
Click New Incident link to access the default incident template. You can also select the Incident Templates in the new request form accessed from the Request tab.
2. Quick Create - New Incident
Quick Create - New Incident is an instant mode to create new incidents when you are on a call with a requester or when you are loaded with a lot of work. This section is available only when the 'Quick Create Settings' is enabled in the Self-Service Portal.
In the
Quick Create - New Incident block, you can either conduct a search for
the existing requesters using the icon 
or enter the requesters
name in the field provided. Next, you need to enter Request Title and Description.
Click Save. The incident is
saved and the request details page is displayed.
If you
require additional details such as category, priority or assign a technician,
click Add More Details >>
link. This takes you to the New Incident form.
3. Request Tab
To create a new request from the request tab,
Click Requests tab in the header pane.
From the Request list view page, click New Incident button. By default, the 'Default Incident Template' form is displayed. From this form, you can select an incident template from the Change Template drop-down.
In the default request form, select the Request Type from the combo box. Request Type denotes the type of request sent by the requester to the help desk team. You can configure Request Type in the Admin tab.
Select the Status of the request, the Mode of request submission, Level and Priority of the request from the drop-down box.
Also, select the Impact, Impact Details and Urgency of the request from the corresponding drop-down box.
In the Requester Details block, specify the Requesters Name, Contact Number, Job Title and Department of the requester.
You can select the requester
from the list of users configured in the application. Click requester
lookup icon beside
the requester name field. The Requester
List window pops up.
To select a requester from the list, click the hyper-linked requester Name. The requester name and details associated with the requester are populated in the requester details block.
If the requester list is huge, then click on the Alphabets at the top of the page to view only a selected group of requesters.
Conduct an instant search for the requester by entering the search string in Search Requester List field and click Go.
If you are
aware of any requesters details such as name, login name, department,
email and so on, then conduct a column-wise search using the search icon
.
In addition, add new requester directly by clicking the Add Requester button from the requester list page.
Also, you have
an option to edit the requester details directly from this page. Click
the edit icon
beside
the requester name to perform the edit operation.
The assets
associated to the requester are populated in the Asset
drop-down. Select the Asset from
the drop-down. If the issue is caused by a network resource such as a
router or an access point, then click the icon 
and select
the asset.
In Select Assets pop-up window,
you can filter the assets by selecting the Type
of assets such as, access point, routers, workstation and so on,
from the drop-down. Selecting All Assets,
lists all the assets available in the application, irrespective of the
asset type. You can further filter the assets according to sites using
the Site drop-down. Selecting
a site lists the assets from that particular site. Say, for instance,
if the site selected is "New York" and the asset type is "Access
Point", then all the access points associated to the site New York
are listed.
Note: The sites associated
to the logged in technician are listed in the Site drop-down.
By default, if the location of the requester is configured in the application, then the same is populated in the Site field. In certain scenarios, the requester may raise a request from one site to a problem in a another site. In this case, the site in which the issue persists should be selected.
On selecting the site, the groups corresponding to the site gets populated under the Group field. The request is routed to the particular group by selecting the Group name from the drop-down.
On selecting the Group, technicians associated with the Group alone are listed in the Technician drop-down list. Select a Technician to handle the request from the drop-down.
Select the Service Category which is effected by the incident from the drop-down.
Select the relevant category under which the request is classified from Category drop-down box.
Also, select the relevant Sub-Category and Item from the drop-down box.
If you wish to add a CC to the email loop, then
select the Email Id(s) to Notify
by clicking the icon . From the Requester List pop up window,
enable the check box beside the requester name. Click Add
Requester.
Note: Please note that the email address should be configured
for the selected requesters.
Specify the subject line to be displayed while sending the request in the Subject text field. The subject line is displayed as the request title and is a mandatory field.
Provide a detailed description with any other associated details relevant to the request in the Description text box.
To add any attachments relevant to the request, click the Attach file button in the Attachments block. The Attach File pops up as shown below,
Click the Browse button and select the file to be attached from the file chooser window and click the Open button.
Click the Attach
file button. The selected file is listed below the Attachments
heading. If you have more files to choose, follow steps 2 and 3 repeatedly
till you have attached all the relevant files. Please ensure that the
maximum size of the attachment is 10 MB.
The attached documents is indicated with an attachment icon beside
the title of the request in the request list view page.
While entering the request details, if you have a solution for the request, then the same can be entered in the Resolution field. The purpose of resolution field in the new request form is, when you are reported of a problem for which you are aware of the solution, then in this case, specify the solution in the resolution field, set the status as closed to close the request.
To add resolution, click the button 
beside Resolution title in the new request form. Specify
the solution in the resolution text field. The entered resolution can
be viewed by clicking the Resolution tab while viewing the request.
If there are any additional fields configured for the new incident form, then enter the values for the fields. To know more on adding user defined fields in the incident form, refer Incident - Additional Fields.
Click the Add request button. The request is added to the existing list of requests and can be viewed from the request list view.
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