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.
- 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.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.
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 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.
Related topics
Creating-incidents-that-require-operational-rule-deployment
Creating-an-incident-or-a-service-request-by-applying-a-template
Creating an incident from a client chat