New Incident (Self Service)
Specific to: Service Manager versions 2016 and earlier.
See versions later than 2016: Create a ticket via a Quick Call.
You access the quick data entry screen for incidents via the Self Service portal.
This screen enables Front Office users to:
- Enter information on the relevant equipment, CI and requestor.
- Describe the problem detected and attach files.
- Access help resources to diagnose the incident such as the problem knowledge base or the known error knowledge base.
The incident will be managed by the workflow specific to the category indicated as Front Office by default in the incident catalog.
- The relevant Back Office users are automatically notified of actions which are displayed in the Back Office Quick Dashboard.
- The technician in charge of the incident must requalify the category.
You can monitor the progress of the incident in the Front Office Quick Dashboard or by selecting My Incidents in the menu.
Examples
Incident on a workstation, phone, or vehicle, incident on the email server
Notes
- To authorize the search function in the problem knowledge base and the known error knowledge base, the option in Other Parameters {SM} Back Office quick call: Enable full text search must be enabled.
Menu access
- Self Service portal: Click Create a new incident in the menu bar or select the New Incident menu item.
- Back Office: Select Home > New Incident.
Screen description
Recipient
Recipient: User associated with the current object. It can be different from the requesting person.
- When you create a ticket for a recipient user associated with a VIP level (indicated by
in forms), the urgency level will automatically be decremented by one. This means that the urgency and the priority level increase by one.
CurrentTime
Date/Time: Local date and time at which the logged-in user created the ticket.
Phone
Phone: Phone number of the recipient.
CIName
CI Name: Configuration item (CI) related to the current object.
- Click
to display the CMDB graph. - When you create a ticket for a CI associated with a critical level (indicated by in forms), the urgency level will automatically be decremented by one. This means that the urgency and the priority level increase by one.
Equipment
Equipment: Asset tag of the equipment concerned by the current object.
- When you create a ticket for a CI associated with a critical level (indicated by in forms), the urgency level will automatically be decremented by one. This means that the urgency and the priority level increase by one.
- If the incident concerns an item of equipment promoted as a CI in the CMDB, the CI Name / Service field will automatically be updated if it has not been specified.
Urgency
Urgency: Level of the current object's blocking effects on the recipient's activities, in order to determine the speed at which it must be solved.
- Urgency is inherited from the catalogs and can be reassessed in the ticket.
- You can select the level using its name or quickly using its code.
- Urgency and impact are used to determine the priority of the object.
- When the recipient is associated with a VIP level or when the equipment is associated with a critical level (indicated by in forms), the urgency level will automatically be decremented by one. This means that the urgency and the priority level increase by one.
Description
Description: Description of the current object.
- Once the field is specified, the most relevant articles from the problem knowledge base and the known error knowledge base will automatically be displayed, provided the Other Parameters {SM} Front Office quick call: Enable full text search option is enabled.
Action buttons
HyperlinkDocument
Attachments: Used to attach a list of documents to the current object and access the files.
example Error log or screenshots
- You can also access them in the Attachments tab.
Cancel: Used to cancel the creation of the current incident.
- No incident will be created.
Send: Used to save and send the current incident to the Back Office.
- A new incident will be created.
- The relevant Back Office users will automatically be notified of any action performed.
- The workflow associated with Front Office incidents will run.
Procedure: How to create an incident via the Self Service portal
Step 1: Create the incident.
- You can click Create incident in the menu bar.
- You can also select the New Incident menu item.
The quick data entry screen will appear.
Step 2: Specify the incident.
1. Enter the information on the incident using the quick data entry screen.
2. (optional) Search the problem knowledge base and the known error knowledge base using the contents of the Description field.
- Complete the Description field.
- Click one of the articles to display its details.
Step 3: Decide what you want to do with the incident.
- You can click Cancel if you can solve the incident using information from the knowledge base.
The incident will not be saved.
- You can also click Send.
A form will be generated and sent to the Back Office. You can click the link to view it.
Monitor the progress of the incident
- Click
in the Quick Dashboard or select the My Incidents menu item. - Click
to open the form.