Creating an incident ticket

To create a new incident

For information about creating a new incident, see Creating an incident request.

To split an incident ticket based on alarms

When an incident ticket has multiple alarms, and if you have cleared some of the alarms, you can split the existing incident ticket to create another incident ticket by selecting the secondary alarm that is open.

1. In an existing incident ticket with multiple alarms, click View details in the top right side pane.
   
   
   

2. Select the open secondary alarm and click Split incident.

   Important

   You can only split the original incident ticket to create a new incident ticket by selecting the secondary alarm.

   
   
   

3. Select the alarm that you want to move to the new incident ticket and click Move to new incident.
   
   
   A new incident ticket is created with an attached alarm.
   

Overview of the Split incident process

After the Split incident process is completed:

• Based on your selection, one or more secondary alarms are attached to the new incident.
• The first selected secondary alarm is displayed as a primary alarm on the new incident.
• The secondary alarm is not displayed on the original incident.
• The CI of the secondary alarm is displayed on the Configuration Items tab on the new incident with a Related to Relationship Type.
• If you split an incident ticket and the CIs that have the service target are already attached to that split incident, that new incident ticket gets its own service target.
• If you attach CIs to the new incident ticket that is created by the split incident process and if the criteria matches the terms and conditions and qualifications, that new incident ticket will get its own service target.

To mark an alarm as the primary alarm

1. On an existing incident ticket with multiple alarms, click View details in the top right side pane.
   
2. Select an alarm and click Make primary.
   
   
   The alarm is marked as a primary alarm, which can be identified by the icon.