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Creating an incident request record without a template

If your system does not have templates defined, use one of the following procedures to create an incident request:

To create an incident request record without a template (Classic view)

  1. In the Navigation pane, select Functions > New Incident.
  2. If you are working on a hub server in a Hub and Spoke environment, you are asked to identify the company you are creating the record for. Select the company from the drop down list, then click Create. The Incident form opens on the spoke server of the company you chose (where it will be saved, also). Continue with the rest of this procedure.
  3. In the Process Flow Status area, click the arrow in the Identification and Recording box.
  4. Select Next Stage > Investigation and Diagnosis.
    You can move directly to the Resolution and Recovery stage or the Incident Closure stage by selecting the appropriate stage.
    The Incident Request form appears. The tabs on this form prompt you to enter required and optional information.

    Note

    This is a dynamic form. The fields on the Required and Optional tabs depend on the information to move from the current stage or state to the selected stage or state.

  5. On the Incident Request form, type the customer's last name in the Last Name field and press Enter.
    If there are multiple customers with the same last name, you are prompted to select the appropriate customer. The Company, First Name, and Phone Number fields are completed from the customer record. The company drives the selection on other menus, such as Operational, Product, and Resolution .
  6. Type a brief description in the Summary field.
  7. You can type additional details in the Notes field.
  8. Select the business service CI from the Service list.
    You must select the business service CI from menu. The business services that appear in this menu have a relationship type of Used By either for the customer directly or to the customer's organization. Use this field if you are creating the incident against a business service.
  9. If the incident request was caused by a CI, you can record the CI in the CI field. This creates a relationship between the incident request record and the CI record.
    The CIs that appear in the menu are all the other CIs related to the customer that are not business service CIs. If the CI you are looking for does not appear in this list, click the button beside the CI field to open a CI search form, from which you can search for all CIs. Use this field if you are creating the incident against a CI.

    Notes

    • When you associate a CI to an incident request, the Service Desk application automatically maps the incident request's resolution categorization to the CI's product categorization.

    • The CI field on the incident form refers to the causal CI that is the root cause of the incident. You can associate only one CI to this field. CIs associated from the Relationship tab are related to the incident with relationship types such as Related to, Restores, or Impacts. You can relate multiple CIs to the incident from the Relationship tab.

  10. Select values from the Impact and Urgency lists.
  11. If appropriate, select a different service company.
  12. When you select the customer, the service company is set to the customer's company.
  13. Select the appropriate service type:
    • User Service Restoration --- Use this service type for typical service restoration requests (for example, a request to restore printing services).
    • User Service Request --- Use this service type if the incident request is a simple question or a request for information (for example, a request for how to information). 
    • Infrastructure Restoration --- Use this service type if the incident request is more focused on the restoration of infrastructure service. Typically, these types of incident requests are reported by system management tools (for example, if an incident is detected on a piece of network infrastructure by system monitoring software). 
    • Infrastructure Event --- Use this service type when a system management tool registers an event that does not require infrastructure restoration.
  14. Click SaveIf you did not assign the incident, the incident is automatically assigned based on predefined assignment routing. If there is no appropriate predefined assignment routing, you are prompted to assign the incident.
  15. If prompted, assign the incident; then click Save.

To create an incident request record without a template (Best Practice view)

Use the following procedure if you are using Best Practice view to create an incident request without a template.

  1. In the Navigation pane, select Functions > New Incident.
  2. If you are working from a hub server in a Hub and Spoke environment, you are asked to identify the company you are creating the record for. Select the company from the drop down list, then click Create. The Incident form opens on the spoke server of the company you chose (where it will be saved, also). Continue with the rest of this procedure.

  3. In the Customer or Contact field on the new Incident Request form type the customer's or the contact's information as described in Using the Customer and Contact fields in Best Practice view.

  4. (OptionalType details about the incident in the Notes field.
  5. Type a brief description in the Summary field.

  6. Select the business service CI from the Service list. You must select the business service CI from menu. The business services that appear in this menu have a relationship type of Used By either for the customer directly or to the customer's organization. Use this field if you are creating the incident against a business service.

  7. If the incident request was caused by a CI, you can record the CI in the CI field. This creates a relationship between the incident request record and the CI record. The CIs that appear in the menu are all the other CIs related to the customer that are not business service CIs. If the CI you are looking for does not appear in this list, click the button beside the CI field to open a CI search form, from which you can search for all CIs. Use this field if you are creating the incident against a CI.

    Notes

    • When you associate a CI to an incident request, the Service Desk application automatically maps the incident request's resolution categorization to the CI's product categorization.

    • The CI field on the incident form refers to the causal CI that is the root cause of the incident. You can associate only one CI to this field. CIs associated from the Relationship tab are related to the incident with relationship types such as Related to, Restores, or Impacts. You can relate multiple CIs to the incident from the Relationship tab.

  8. Select values from the Impact and Urgency lists.

  9. Select the appropriate incident type:
    • User Service Restoration — Use this service type for typical service restoration requests (for example, a request to restore printing services). 
    • User Service Request — Use this service type if the incident request is a simple question or a request for information (for example, a request for how to information). 
    • Infrastructure Restoration — Use this service type if the incident request is more focused on the restoration of infrastructure service. Typically, these types of incident requests are reported by system management tools (for example, if an incident is detected on a piece of network infrastructure by system monitoring software). 
    • Infrastructure Event— Use this service type when a system management tool registers an event that does not require infrastructure restoration.
  10. Select the reported source:

    • Direct input: Use this source when IT support staff are creating an incident request directly, without input from a customer.
    • Email: Indicates an incident request created directly from a customer's email message.
    • External Escalation: Use this source when the incident request comes from senior management or other VIP customers
    • Fax: Use this source when the incident request is created from information gathered from a fax transmission.
    • Self-Service: Indicates that the incident request originated from the Request Entry console of BMC Service Request Management or the Requester console in BMC Remedy ITSM.
    • Systems Management: Use this source when the incident request is for any routine maintenance of the IT infrastructure.
    • Phone: Use this source when the incident request is created from information gathered over the phone.
    • Voice Mail: Use this source when the incident request is created from information that was left in a voice mail message.
    • Walk In: Use this source if your organization has a help desk that customers can visit in person and the customer has come to the help desk to report the incident or make the information request personally.
    • Web: Use this source if the incident request was created by support staff remotely, across the internet.
    • Other: Use this source if the source was something other than the choices in this list. 
    • BMC Impact Service Manager Event: Indicates an incident request that was auto-generated by an integrated BMC application.

  11. Select the assigned group and the assignee. If you do not assign the incident, the incident is automatically assigned based on predefined assignment routing. If there is no appropriate predefined assignment routing, you are prompted to assign the incident when you click Save

    Note

    The names that appear in the list of assignees depends on the assigned group you select.
  12. If you use an external vendor, select the vendor's name from the list and, if used, the vendor's ticket number.

  13. Click Save.

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