Incidents application

Use the Incidents application to create and modify incident records. You create an incident record to capture information about an event that deviates from standard service or an event that might disrupt the quality of that service. End users may or may not be aware of the event.  

An incident record is a type of ticket. Other ticket types are service requests and problems. The ticket applications are closely related and share many features, including the ability to define relationships between tickets, link them together for information purposes, and view the linkages and details in the appropriate applications.

The tabs that are available in the Incidents application, and the operations that you can perform, depend on the product edition that you are using and the security group to which you belong. Entry-level users access a simplified version of the application.

The Global Search application can be started from this application. Use the toolbar icon to perform a global search.