Create incident

When you click Create incident in the Quick Actions widget, the Create Incident window is displayed. On this window, you can create a new incident. You must specify this information to create an incident:

• Status: Indicates the current condition of the incident. This value is copied as the Status Code when a Service Repair Order (SRO) is created from the incident.
  Note: By default, this field is populated with the value specified in the Status Code field on the Call Center tab of the Service Parameters form in Service Management.
• Priority: Defines the urgency of the incident.
  Note: By default, this field is populated with the value specified in the Priority Code field on the Call Center tab of the Service Parameters form in Service Management.
• SSR: The Service Support Representative (SSR) from a call center or support team responsible for creating the incident.
  Note: By default, the value in this field is populated as follows:

  • If a value is specified in the Partner field in the Apply filters section of the workspace, the specified partner is defaulted as the SSR.
  • If no value is specified, the partner associated with the logged-in user is defaulted as the SSR. Partners can be defined on the Partners form in Service Management.
• Description: The brief information about the incident.
• Customer: The customer for whom the incident must be created.
  Note: By default, the value in this field is populated from the Apply filters section of the workspace, if specified.
• Ship to: The ship-to address of the selected customer.
• Name: The name of the selected customer.
• Contact: The contact person for the selected customer.
• Email: The email address of the selected customer.
• Phone: The phone number of the selected customer.
• Item: The product for which the incident must be created.
• Item Description: The description of the selected product.
• Unit: The equipment required to fulfil the incident.
• Reason (General): The category of the incident.
• Reason (Specific): The specific reason under the selected category.
• Note: Additional information about the incident.
• Reason note: Additional information about the selected reason.

After you specify this information and click Submit, an incident is created and the Incidents form is displayed in Service Management for further processing.