Create Incident

Easily log Incidents by describing your issue to Copilot. It will automatically create a ticket, categorize the incident, and direct it to the appropriate support team for swift resolution.

Once you provide an input to create an Incident, Copilot searches and displays relevant Knowledge Articles for self help. If you find the Knowledge Article helpful, the Copilot displays a friendly greeting. If you don't find the Knowledge Article helpful, Copilot will proceed with creating an Incident.

To log an Incident through Copilot, perform the following steps:

1. Click Copilot icon on the bottom right corner of the screen. Refer the below screenshot:
   Figure: Copilot icon
   

2. A chat window opens up. Provide input in the chat window about the issue that you are facing and want to create a Incident for the same. For example, 'Outlook is not working'.

   Copilot displays Knowledge Articles along with steps related to the issue being reported by you.Figure: Knowledge Article steps
   

3. If you find the Knowledge Articles helpful in resolving the issue you are facing, provide the input 'Yes' to Copilot.

4. If you do not find the Knowledge Articles helpful, then provide the input 'No' to Copilot and proceed with logging an Incident.Figure: Incident created
   
   Copilot displays a success message for the Incident created along with a link that redirects to the Incident record page.