Record a new incident

This activity is the starting point of the Incident Management process. The purpose of this activity is to accurately record and recognize disruptions to services.

To record an incident with the Process Flow Status wizard

1. On the Incident Management console, click the "Support Console" tab if it is not selected.

2. From the navigation pane, choose General Functions > New Incident.

3. In the Process Flow Status area, click the arrow in the Identification and Recording box, and choose "Next Stage > Investigation and Diagnosis".

You can also move directly to the Resolution and Recovery stage by selecting the appropriate stage.

(click on the image to see a larger one)

The Create Incident form appears:

4. Fill out the Required Information.

5. To enter optional recommended information, click the "Optional Information" tab.
a. Select the appropriate operational categorization.
b. Select the appropriate product categorization.

6. Click "Save".
If 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.

7. If prompted, assign the incident, then click "Save".