Creating an incident or a service request without a template
If your system does not have templates defined, use this procedure to create an incident or service request.
To create an incident or a service request without a template
- Click the Remedyforce Console tab.
From the View menu, select Incidents/Service Requests and click New.
To view the incident records in Open state, ensure that Remedyforce Incident View is selected in the View menu.
- In the Client ID field, select the client.
If a client is not available, to add a new client, click . Alternatively, in the Users lookup, click the Create New Client button. The option to add a new client is also shown when you type client ID in the Client ID field, and press Tab.
To show the options to create a new client, system administrator must select the Enable creation of clients from the Incident page in Remedyforce Console check box. For more information, see Configuring user settings.
- (Optional) If you want to view incidents that are already registered for the client or other incidents that were raised for the client or category, you can search for similar incidents by selecting the Incident Matching option from the Agent Tools menu.
Until you save the record, search results are based on matching Client ID or Category. You cannot link the record to another record until you save the record. After saving the record, fields specified by the system administrator in the Incident Matching field set are used to find matching incidents.
- Enter other information about the incident or service request.
For more information, see Incident fields.
- Click Save.
If you are creating a service request, in the pop-up window that is displayed, enter the required details about the selected request definition.
When you enter request definition details, the record is saved as a service request. If you do not enter details, the request definition is not saved for the record.
Ensure that pop-ups are enabled in your browser.
If the system administrator has activated the Notify the client when an incident is created workflow, an email message is sent to the client of the record when you create the record. If you select a lead as the client of the incident, no email message is sent.
The following table describes the fields that are available on the New Incident form and the actions that you have to perform. Based on the layout that is assigned to your profile or the UI that you are using, some of the fields described in the table might not be available on the New Incident form that is displayed to you.
Your system administrator can apply filters to a lookup field on the Incident form. Here are a few important points that help you understand the lookup filters.
- If a filter is applied to a lookup field, only the records that match the filter criteria are displayed in the pop-up window. If the configured filter is optional, you can use the Show all results option to remove the filter.
- Type ahead in the lookup type fields works only on the results that are the part of the filtered results for optional and required filters. For example, on the Category lookup field, if a filter is applied to show only Applications and Account Administration as the results, then type ahead only works for those two categories. Also, if you click the lookup icon to search for the other categories by typing in the search field, the search does not return any results unless you use the Show all results option to remove the filter.
- If your system administrator has configured a custom lookup field, the type ahead functionality does not work when you are using the field for the first time. You must click the lookup icon and select the required option for the first time.
Select the type of client. If you select an account first and then select a client, only the clients of the selected account are shown in the Users window.
If you know the first or last name of the client, enter the initial characters, enter other information about the incident, and click Save. After you save, the client that matches the characters that you entered is saved in the field.
After you save the record and move your mouse over theicon, client details such as email address and phone number are displayed. Contact your system administrator to display more information in the Client ID pop-up window.
If the selected client is a VIP client, theicon appears next to the icon.
To use a contact or lead as client, contact your system administrator.
|Client Type||Select the client type. If you have the Contact or Lead field on your layout, select the required option in the menu.|
When you select a client, the account of the client is displayed in the field. If you select an account first, only the clients of the selected account are shown in the Users window.
If you create an incident by using a template that populates the account, only clients of the populated account are shown in the User lookup while selecting a client.
When the applicable Service Level Agreement (SLA) exists with the parent account, you might have to create an incident for the parent account of the client's account.
For example, when the client's account is Pre-Sales and you have an SLA with the parent account of the Pre-Sales account (Sales account), you select the Sales account in the Account list.
|Call Count||Enter the number of times that the client has called the service desk.|
|Preferred Contact Method||Select how the client of the record wants be contacted for further information. Contact your system administrator to configure a required option in the list.|
|Template||Select a template to apply to the record. When you click Save, the values of the fields in the template are copied to the corresponding fields of the record.|
Select a category for the record.
Categories enable you to classify the record by using standard classifications, which can be tracked for reporting purposes. After you save the record, theicon is displayed beside the value of the category. When you click , the category tree is displayed. When you move your mouse over the selected category, the description of the category is displayed as a tooltip.
By default, categories for incidents are displayed.
|Description||Type the symptoms reported by the client.|
|Resolution||Type the resolution that must be implemented for this record.|
|First Call Resolution||Select this check box if the record is resolved with the first telephone call made to the staff member.|
If you are creating a service request, select a request definition that you want to use.
After you save the record, the name of the request definition is provided as a hyperlink to the details of the request definition. To see the details of the request definition, click.
If you have not selected a category for the record, the category of the selected request definition is saved in the Category field after you click Save.
Note: After saving the record, you cannot change the request definition.
Select this check box to indicate that the current record as inactive.
You might need to make a record inactive because the record is no longer valid but must be retained for compliance with the records retention policy. For example, the issue or outage might be related to a router that no longer exists or has been removed from the network.
Note: Records marked as inactive are not included in any search performed on the database.
Select the broadcast message that you want to assign to the current record.
Note: When you assign an incident to a broadcast, the broadcast owner becomes the incident owner.
|Status and Priority Details|
|Status||Select the status that you want to assign to the current record. You can track the progress of a record through its stages by using this field.|
|Impact||Select the impact that you want to assign to the current record. The impact and the urgency are used to calculate the priority.|
|Urgency||Select the urgency that you want to assign to the current record. The urgency and the impact are used to calculate the priority.|
|Priority||After you select an urgency and impact and then save the record, the Priority field is populated.|
|Closure Category||You select a value in this field when you are closing a record, not when you are creating a record. The value that you select while closing the record is displayed in the field.|
|Date and Time Details|
|Opened Date||This field is filled with the date and time when the record is created.|
|Responded Date||When you click Responded, this field is populated with the system date.|
|Due Date||This field is populated with the appropriate date based on the priority of the record.|
|Closed Date||The system date is displayed in the field after you click Close or Quick Close.|
|Service and Configuration Items Details|
|Service||Select the service that is affected by the incident or service request.|
|Service Offering||Select the service offering of the associated service.|
Select the configuration item that you want to link to the record. The Configuration Item pop-up window displays records based on the selected option in the Filter By list and any additional filter criteria that your system administrator has configured. The Filter By list includes the following options:
|Outage Start||Select the date when the service outage begins.|
|Outage End||Select the date when the service outage ends.|
|Owner||The name of the logged-on user who creates the record is displayed in this field. You can change the owner of the record after saving it. For more information about changing incident assignment, see Changing the incident or service request owner.|