New Incident
- 06 Jun 2024
- 2 Minutes to read
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New Incident
- Updated on 06 Jun 2024
- 2 Minutes to read
- Print
- PDF
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An Incident is an unplanned interruption in IT service. This results in reduction in quality of service delivered.
End Users are the users of the IT infrastructure. New Incidents can be logged using the web application, mobile app (IOS and Android), Digital Agent, Email and Web Service.
Use Case User Persona: End User | Solution |
A user of the ACME application is faced with a crashed computer. The user wishes to raise an Incident request to be resolved. | To resolve this, the End User will log the Incident with the support service using any web application, mobile app, email, or web service. This helps the Incident to be raised according to its severity and priority and gets addressed with ease. |
Log Incidents
An Incident can be logged in the following manner.
- By an Analyst on the behalf the End User
- If the Mail to Incident option is enabled by Administrator when an email is sent by the End User with the issue to the support team, it is automatically logged.
- Incidents can be raised through Email.
- Incident can be raised through Voice Mail.
- Incidents can be logged through the Mobile App.
- Digital Agent can help log Incidents.
- Incident can be logged by sending an SMS message.
Configure New Incident
A New Incident often refers to an unanticipated or unplanned event that interferes with routine business or puts people, organizations at risk. To configure a new Incident, perform the following steps.
1. Navigate to Home > Service Management.
Figure: Service Management
2. Click Service Management, the following page is displayed.
Figure: User Dashboard
3. Navigate to Incident on the left panel and the following page is displayed.
Figure: My Incidents page
4. Click on My Incidents and the following page is displayed. Here the End User can see the Incidents newly created, assigned to the user, the Incidents in progress, pending, resolved closed, and cancelled. 
Figure: My Incidents List page
Click New and the New Incident page is displayed. For more information, refer to the table below.
Figure: New Incident page
Field | Description |
|---|---|
Requestor* | Choose the Requestor who is raising the Incident Request. |
Tenant* | Select the Tenant from the list. This is a mandatory field. |
How would you like to Categorize your issue* | Specify from the records how the Incident has to be categorized. |
Symptom* | Specify a brief description of the Symptom. For example: Network connectivity issue, Email delivery failure etc. |
Description* | Give a detailed description of the Incident. For example: Users are unable to connect to the network or experience intermittent connectivity problems, Users report not receiving emails or encountering errors when sending messages. |
Attachment | Choose any attachment that can be provided as proof of the Incident. |
| Impacted Asset | Choose the asset allocated for the user from the list. |
| Attachment | Provide an attachment for the incident. |
| Suggested Solution(s) | Relevant Knowledge Articles are displayed to help resolve the issue by oneself while logging a new Incident. This is based on the selected tenant and symptom, |
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