Incident Form

Use the Incident and Request forms to create, edit, and track Incidents or Requests.

The forms are similar and are made up of four main areas:

  1. Default Form: Displays important at-a-glance information.
  2. Form Arrangement: Dynamically displays a tabbed collection of child forms and records that are in a relationship with the Parent Incident form. See Managing Form Arrangements for more information.
  3. Form Area: Displays the main form fields.
  4. Actions List: Dynamically displays a list of actions that are available for the current Incident.

The following table describes the fields on the form.

Field Description Comments
Default Form Important at-a-glance information, such as Incident ID, response timers, customer contact information, Status bar (current and next Status), and to whom the Incident is assigned.  
Priority A measure of impact and urgency used to establish timescales and effort to respond to and resolve an issue. See Priority for more information.  
ID Unique record identifier (example: 10999).  

Statuses include:

  • New: Incident/Request was created and initial details are being entered.
  • Assigned: Incident/Request has been assigned to a record owner.
  • In Progress: Incident/Request is being investigated/fulfilled by a record owner and/or Task owners.
  • Pending: Incident/Request is temporarily paused (Stop The Clock).
  • Resolved: Incident/Request has been investigated/fulfilled and is waiting to be closed.
  • Closed: Incident/Request is closed.
  • Reopened: Incident/Request is reopened because the issue was not fixed or reoccurred.
Next: Status Select the links to move the Incident/Request through the Incident/Request workflow.

The Next links include the following statuses:

  • Begin Work: Captures a date-time stamp to track when work began on the Incident/Request.
  • Set Pending: Temporarily pauses the Incident/Request (Stops the SLA Clock).
  • Resolve: Prompts the user to log the Resolution details (Close Description) and Cause Code.
  • Close: Manually closes the Incident/Request.

    A CSM Automation Process/One-Step™ Action automatically closes Incidents after three (3) days.

  • Reopen: Reopens a Resolved Incident/Request because it was technically not resolved. Restarts the SLA Clock.
For information about One-Step Actions that can be used with the Next: Status field, see Incident One-Step Actions.
Response Time Time remaining to respond to the Incident based on Priority.  
Resolve Time Time remaining to resolve the Incident based on Priority.  
Requester Person who submitted the Incident/Request on behalf of the customer. Select to change or remove requester.  
Customer Person affected by the Incident/Request. Select to change customer.  
Assigned to Name of the team member who is working on the Incident. Select the link to first select a team and then the assigned user.  
Main Pane Displays the main form fields. Specifics forms appear when relevant. See Specifics Forms.  
Call Source Method by which the Incident was delivered. Options include the following sources:
  • Walk in
  • Social Media
  • E-mail
  • Event
  • Phone
  • Portal
  • Chat Session
  • Mobile
Customer Person affected by the Incident/Request. If the Incident was submitted by another user on behalf of the customer, select Submit On Behalf Of to set the requester.  
Description Description of the Incident/Request.  
Service Classification

Service affected by Incident/Request:

  • Account Management
  • Conferencing/Presentation
  • Desktop Management
  • E-mail/Calendaring
  • Employee Support
  • Enterprise Apps
  • IT Service Desk
  • Network Services
  • Printing
  • Telephony/Fax
  • Web Services

You can classify an Incident form by selecting a Service Classification that matches the Service, Category, and Subcategory.

For more information, see Service Categorization.

Priority Indicates the established timescales and effort to respond to and resolve an issue (Incident or Request). Priority is derived from an impact and urgency Priority Matrix. For more information, see Priority.
Primary Configuration Item Displays the main CI that supports this Incident. For more information, see About CMDB.
Team Name of the team to which the form is assigned.  
Assign To Select the link to select a user owner for the Incident. The team owner is populated by the selected user owner's default team. One-Step Action (Assign to ANY Individual): Prompts the user to assign the record to any CSM user (not limited by team). Uses Owned By ID and Owned By Team Fields.
Actions List Dynamic display of the actions available for the current Incident.  
Assign to Me Makes the current user the owner of the Incident. The current user's name appears in Assigned to field.  
Escalate to Assigns next level of severity to the Incident according to the workflow.  
Link to Existing Major Incident Creates association between current Incident and existing Major Incident.  
Submit to Knowledge Base Creates a knowledge article with fields assigned relevant information from Incident form.  

Change to Major Incident

Change to Incident

Transforms a priority 1 incident into a Major Incident or changes a Major Incident back to an Incident. A Major Incident can have other Incidents associated to it. When the Major Incident is resolved, the linked Incidents are also closed. A Major Incident has a Linked Incidents tab that displays a list of all Incidents associated with it.
View Impacted CIs Opens a list of Configuration Items that are affected by the Incident.  
Select Available SCT Allows you to add tasks from a Service Catalog Template. SCT tasks appear in Tasks tab.  

Add Requester

Remove/Change Requester

Adds a Requester when submitting on behalf of another user or removes or changes the Requester.

After selecting a Requester, prompts the user to select who should receive email notifications.

One-Step Action: Prompts the user to change or remove the Requester.
Set to Pending Stops the progression of Resolve Time. Opens a prompt that requires a reason.