An Incident is an unplanned interruption to an IT Service or a reduction in the quality of an IT Service. Failure of a Configuration Item that has not yet impacted service is also an Incident. For example, Failure of one disk from a mirror set, unable to send mails using MS Outlook, slow systems, virus attack in the organization network, etc. You can log Incidents to report an issue using the Mobile App.
To log an Incident, perform the following steps:
On the Mobile application home screen, tap the New Incident icon.
Figure: New Incident icon page
Select an Instance, provide the details required for logging the Incident, and then tap Submit.
Figure: Log New Incident pageNote
The fields displayed above are configured by the Administrators on the LOG INCIDENT PAGE of the web application.
Field Description
The following table describes the fields on the Log New Incident page:
Field | Description |
|---|---|
Priority | Select the Priority of the Incident, such as P1, P2, P3, P4, and P5. |
Symptom | Type in the symptom of the Incident. Note: The maximum and minimum number of characters that can be entered in the Symptom field of Incidents can be configured in the web application. If the Allow Analyst to Edit Symptom check box is selected in the web application, the Analysts can edit the Symptom for Incidents in the Mobile App. |
Description | Type in the description of the Incident.
|
Attachment | Upload an attachment related to the Incident, for example, error messages, screen shots, logs, and so on.
|
Tracking End User Location (GPS needs to be enabled)
When you log an Incident using the Mobile App as an End User, your location is captured in the Description field of the Incident.
Note
The location is captured if the End User provides GPS permission on his/her mobile device and the flag “<add key="Mobile:GPS" value="True" />” is set to True.