Creating incident records

You create an incident record to document a deviation from an expected standard of operation or to report one or more incident events. You can identify the persons who are affected by an incident and the persons who are responsible to act after an incident occurs. You can also specify the type of follow-up action that must be taken.

Before you begin

If you want to identify persons who are affected by an accident, an administrator must first enable the Controls the injury and illness details section signature option in the Security Groups application.

If you want to add multiple illnesses or injuries per person, an administrator must first enable the Enable multiple injuries and illnesses on incident records signature option in the Security Groups application.

About this task

If you want to control the status of an incident record, do not relate the incident record to a master record.

You can identify the persons who are affected by an incident and the persons who are responsible to act after an incident occurs. You can also specify the type of follow-up action that must be taken.

Procedure

  1. In the Incidents application, click New Incident.
  2. Optional: Assign an owner or owner group to the incident.
  3. Optional: On the Incident Events tab, add the events that are related to the incident.
  4. Specify the primary asset, location, or configuration item. If the incident affects multiple assets, locations, or configuration items, specify more information in the Multiple Assets, Locations, and CIs table window on the Incident tab.
  5. Optional: If the incident is a global, regional, local, or master incident that is not related to an existing record, select the corresponding check box.
  6. Optional: If the incident is related to an existing record, specify that record in the Related to Incident ID field.
    The Incident Class field is populated with the class (such as Incident or Service Request) of the related record. When you update the status of a global record, the status of any record that you relate to it by using the Related to Incident ID field also is updated.
  7. Optional: In the Persons Impacted by Incident table, specify the persons who are affected by the incident.
    1. Optional: If a person was injured or taken ill as a result of the incident, specify Injured/Ill in the Person Role field.
      You can add multiple illnesses or injuries per person, and you can specify multiple outcomes for each illness or injury.
    2. Optional: Specify the type of follow-up action that must be taken and the person responsible for the follow-up action. You can also specify an operating procedure and a standard action group.
  8. If the incident is a high-context incident, specify details on the High Context tab.
  9. Save the record.