Error: Invalid spaceKey on retrieving a related space config.

Creating an incident without a template

If your system does not have templates defined, use this procedure to create an incident.

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Incidents and click New.

    Note

    To view the incident records in Open state, ensure that Remedyforce Incident View is selected in the View menu.

  3. 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
  4. (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.
  5. Enter other information about the incident.
    For more information, see Incident fields.
  6. Click Save.
    If the system administrator has activated the Notify the client when an incident is created workflow, an email message is sent to the client when you create the record. If you select a lead as the client, no email message is sent.

Incident fields

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 field of type Lookup on the Incident form. Here are a few important points that help you understand the filters in the fields of type Lookup.

  • If a filter is applied to a Lookup-type 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.
  • If you have configured a lookup filter on the Category field (Remedyforce Administration > Application Settings > Lookup Filters page) then the type ahead in the Category Lookup-type field works only on the results that are the part of the filtered results for optional and required filters. For example, on the Category field, if a filter is applied to show only Applications and Account Administration as the results and you type 'ap', the Applications category is displayed for selection. If you type 'ac', Account Administration category is displayed for selection.
    • If you click Category Lookup  to search for the other categories by typing in the search field in the Select From Categories window, the search does not return any results unless you use the Show all results link to remove the filter.
    • If you have not applied a lookup filter and have restricted categories for incidents, when you type two or more characters in the Category field, by default, only those categories that are restricted for incidents are displayed for selection in the list of matching entries.
  • If your system administrator has configured a custom Lookup-type field, the type ahead functionality does not work when you are using the field for the first time. You must click  and select the required option for the first time.
FieldDescription
Client Details
Client ID

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.

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

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.

Client TypeSelect the client type. If you have the Contact or Lead field on your layout, select the required option in the menu.
Account

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 CountEnter the number of times that the client has called the service desk.
Preferred Contact MethodSelect how the client of the record wants be contacted for further information. Contact your system administrator to configure a required option in the list.
Incident Details
TemplateSelect 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.
Category

Select a category for the record.

Categories enable you to classify the record by using standard classifications, which can be tracked for reporting purposes.

By default, categories for incidents are displayed in the category tree. To view categories for service requests, click , select Service Request Categories, and click Apply.

If you type two or more characters in the Category field, categories for incidents and service requests are displayed in the list of matching entries.

DescriptionType the symptoms reported by the client.
ResolutionType the resolution that must be implemented for this record.
First Call ResolutionSelect this check box if the record is resolved with the first telephone call made to the staff member.
Request Definition

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.

Inactive

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.

Broadcast

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
StatusSelect 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.
ImpactSelect the impact that you want to assign to the current record. The impact and the urgency are used to calculate the priority.
UrgencySelect the urgency that you want to assign to the current record. The urgency and the impact are used to calculate the priority.
PriorityAfter you select an urgency and impact and then save the record, the Priority field is populated.
Closure CategoryYou 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 DateThis field is filled with the date and time when the record is created.
Responded DateWhen you click Responded, this field is populated with the system date.
Due DateThis field is populated with the appropriate date based on the priority of the record.
Closed DateThe system date is displayed in the field after you click Close or Quick Close.
Service and Configuration Items Details
ServiceSelect the service that is affected by the incident or service request.
Service OfferingSelect the service offering of the associated service.
Configuration Item

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.
Outage StartSelect the date when the service outage begins.
Outage EndSelect the date when the service outage ends.
Assignment Details
OwnerThe 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 owner.

Note

The Short Description field is updated with the value in the Description field only when the Short Description field is blank.

Related topics

Creating incidents that require operational rule deployment

Creating an incident by applying a template

Configuring lookup filters in BMC Remedyforce

Creating an incident from a client chat

Creating incidents by using Chatter

Customizing forms for the Remedyforce Console tab

Using the Last Queue field

Was this page helpful? Yes No Submitting... Thank you

Comments