Create an Incident

You create an Incident record to document a deviation from an expected standard of operation. When resolving an incident, an agent wants to restore service to a customer as soon as possible. For more information about incidents, see the Incidents Help.

You usually create an Incident from a Service Request, but you can create an Incident from a Problem record. Creating an incident from another record creates a relationship between the two records. This relationship usually is for information purposes only, without inheritance of status or other type of linkage. However, your system administrator might configure the system to let the incident update the status of its originator.

To create an incident record:

1. In the Problems application, display the record for which you want to create an incident.

2. Verify that you have properly classified and prioritized the record.

3. Go to More Actions > Create > Incident The system creates an incident record and informs you of its identifier.

   You can view information about the record on the Related Records tab. You can also view the record in its application.