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:
- Default Form: Displays important at-a-glance information.
- 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.
- Form Area: Displays the main form fields.
- Actions List: Dynamically displays a list of actions that are available for the current Incident.
The following table describes the fields on the form.
|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).|
|Next: Status||Select the
links to move the Incident/Request through
the Incident/Request workflow.
The Next links include the following statuses:
|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:
|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 affected by Incident/Request:
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.|
|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.|