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There are multiple ways by which incidents can be raised in Service Desk
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Requesters can raise an incident through any one of the channels below
- Email: Users can send an email to a designated incident email address, explaining their problem or issues or queries. Service Desk can automatically convert these emails into incidents.
- Service Portal: Users can go into the dedicated service portal and raise a incident.
- Phone: Incidents can be raised by calling a dedicated support phone number. Support agents can then create incidents based on the information provided during the call.
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Agents can raise an incident from the Service Desk > Agent Portal > +New from the product header.
Required Permissions
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No permission is required to create an incident.
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Agents or Admins will be able to create incidents within those team(s) they are part of.
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More details on other permissions related to Incidents can be found here.
How to create an Incident from the Agent Portal?
Incidents can be created by both Agents and Admins in Service Desk from the Agent Portal. Follow the steps explained below,
1. Login to your Service Desk account.
2. Click on the +New button on the product header (top right corner).
3. Click on Incident from the dropdown displayed.
4. A New Incident form will open up in a right panel.
The following fields will be displayed in the create incident form to capture the required information,
| FIELDS | DESCRIPTION |
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Look up existing requester |
If the requester is already available in the Service Desk then you can search for the requester here. - Search can be done using Requester Name or Email or Phone. - Dynamic results will be provided based on the search keyword. - Clicking on a requester will automatically populate the requester fields |
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Look up requesters using custom fields |
Existing Requesters can be searched based on a custom field. Choose the Requester field and then continue to search. |
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Requester Details |
Once an existing requester is chosen the details of the requester will be displayed in a separate right panel next to the create form. - Phone Number |
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REQUESTER DETAILS SECTION |
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Full Name * |
Full Name of the Requester |
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Email Address * |
Email address of the Requester |
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Phone Number |
Phone Number of the Requester |
| INCIDENT DETAILS SECTION | |
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Team * |
Choose the Team to which the incident should be assigned to |
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Subject * |
Provide a short summary of the Incident |
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Description * |
More elaborate details on the incident can be specified here |
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Impact * |
Specify the impact of the incident to the business services or others. Default value: Medium |
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Urgency * |
Specify the urgency. This denotes how fast a resolution or a fix is required for the incident Default value: Medium |
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Priority * |
Specify the priority. Default value: Medium |
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Status * |
Specify the status of the incident. Default value: Open |
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Asset |
Choose the Assets that are related or impacted due to the Incident. |
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Assignment Group |
Choose the Assignment Group to which the incident should be assigned to. List of groups within a team will be listed here. |
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Assignee |
Choose the Assignee who should be assigned to the incident. |
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Resolution |
If required you can provide a resolution or other workaround solution provided. |
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Incident Custom Fields |
All the Custom fields configured for the incident type for the respective team will be listed. |
Note: The above default fields displayed in the create incident form can be customized under Manage > Forms > Incidents.
5. Once the required details are provided click on the Create Incident button.
6. A new incident will be created based on the information provided and you will be directed to the Incident Details page.
Click here to know more about how incidents are logged in Service Desk and the various capabilities within the Incident details page.
