Create an Incident
When users detect a failure of an asset/resource or a degradation
of IT service, then they can send an incident request to the system administration
Modes to report an incident
There are various modes of placing a request to the system administration
team. Some of the most common modes are,
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
Requesters log into
the Self Service Portal and submit
their requests, or
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.
Create 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 menu
Quick Create - New
1. New Incident drop-down menu
The New Incident drop-down menu lists all the Incident Templates configured in the application. It is an instant means to quickly access the new incident form. For easy identification, the incident templates are grouped according to Service Categories. So all you need to do is browse through the available incident templates, select the one relevant to your issue and raise a new incident request.
The Incident Templates are configured in the Admin module under Helpdesk block.
NOTE: The New Incident drop-down menu is available only if the administrator has disabled the option "Merge Incident and Service Templates" in Self Service Portal Settings.
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
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.
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. Requests Tab
To create a new request from the request tab,
tab in the header pane.
From the Request List
view, 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 menu.
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.
instant search for the requester by entering the search string in Search Requester List field and click
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
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 iconbeside
the requester name to perform the edit operation.
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
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
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 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 affected by
the incident from the drop-down.
Select the relevant category under which the request
is classified from Category
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
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
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 document 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 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.
the Add request button. The request is added to the existing list
of requests and can be viewed from the request list view.
Once request is added/submitted, the created date/time will be set automatically (see request details section) and a unique id (see request details page (or) request list view page) will be assigned to the request.