Create an Incident

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What This Does

This guide explains how to log an incident and make sure it contains enough information for triage and resolution.

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Before You Begin

Gather:

• incident summary
• impact details
• urgency or severity information
• affected service, environment, or application if known

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Steps

1. Open ITSM.
2. Choose Create New.
3. Select Incident.
4. Enter a clear incident title.
5. Add a description of what happened.
6. Select severity, priority, and category where applicable.
7. Choose the affected application, module, feature, service, or environment if known.
8. Assign the incident if your process requires an owner during creation.
9. Save the incident.

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Verify the Result

1. Open the ITSM list view.
2. Confirm the incident appears in the Incident tab.
3. Open the incident detail page.
4. Review the status, assignee, severity, and linked records.

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What Happens Next

After creation, the incident can be:

• triaged
• assigned
• escalated
• resolved
• reviewed for SLA compliance

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Tips

• Use severity for business impact.
• Use priority for work handling order.
• Add enough detail for the next person to act without asking for basic context.