Creating an incident without a template

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 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.

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 the  icon, client details such as email address and phone number are displayed. Contact your system administrator to display more information in the User Details pop-up window.

If the selected client is a VIP client, the  icon appears next to the  icon.

To use a contact or lead as client, contact your system administrator.

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.

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, the  icon 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.

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.

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:

• Linked to Account -- This option displays only the CIs that are linked to the selected account.
• Linked to Client -- This option displays only the CIs that are linked to the selected client.
• All -- This option displays all CIs.