Manage Incidents for IT Services

Create Incident Records

Create an incident record to track disruptions that affect a large number of employees.

1. From the App Launcher, find and select Agentic IT Service Desk.
2. In the Quick Find box, find and select Incidents.
3. Click New.
4. Fill out the required fields:
   • Subject
   • Impact
   • Urgency
   • Priority
   • Status
5. Save your changes.
   During the incident lifecycle, fill out additional details as needed, such as:
   • Assigned User
   • Assigned Group
   • Reported Method
   • Reported By
   • Resolution Summary

Create Problems from Incident Records

Create problem records directly from incident records to investigate recurring issues identified during triage. Creating a problem record helps identify root causes early in the process.

1. Open an incident record.
2. From the quick actions menu, select Create Problem.
   

   Note If you don’t see the action, open the Actions menu and select Create Problem.
3. Fill out the required fields:
   • Subject
   • Impact
   • Urgency
   • Priority
4. Save your changes.

Create Change Requests from Incident Records

Create change requests directly from incident records when resolving the issue requires a change.

1. Open an incident record.
2. From the quick actions menu, select Create Change Request.
3. Fill out the required fields:
   • Subject
   • Impact
   • Urgency
   • Priority
   • Risk Level
4. Save your changes.

Create Incidents Records from Emails

Turn incoming employee emails into detailed incident records automatically.

Example

The admin enables Email-to-Incident, sets up a routing address, and assigns a default “Impact = High” and “Urgency = Medium.”

Later, an employee sends an email with the Subject “VPN access not working” and the body “I can’t connect to the company VPN from this morning.”

From this email, the system automatically creates an incident record with these details:

Field	Value
Subject	VPN access is not working
Description	I can’t connect to the company VPN from this morning.
Impact	High
Urgency	Medium

Because priority mapping is configured, the system calculates the priority as High.

The fulfiller reviews the incident record and proceeds with resolution.

Create Incidents Records from Voice or Chat

Create incidents directly from messaging sessions or live conversations.

1. From a voice conversation or a messaging session’s record view, click Create Incident.
2. If AI is enabled, review and, if needed, edit the fields:
   • Subject
   • Reported By
   • Impact
   • Urgency
   • Status
   If the chat originated from a guest session, enter a value for Reported By manually.
3. If AI is not enabled, manually enter the values for these fields:
   • Subject
   • Reported By
   • Impact
   • Urgency
   • Status
4. Enter or update information as required.
5. Save your changes.

Create Service Requests from Incidents

Create a service request directly from an incident if the incident is actually a user request, such as for access or provisioning. Creating a service request routes the request through the correct fulfillment workflow and avoids incident-specific SLAs. The new service request retains key details from the incident, such as Reported By and Created By, while the original incident remains unchanged.

1. Open an incident record.
2. From the Action Launcher, start the service process available as a service catalog item.
   For example, Create a Service Request.
3. Enter values for the required fields, such as Reported By and Subject.
4. Select Next.
5. To view the new record, select the service request link on the confirmation page.
6. Select Finish.

Associate Incidents with Other Records

Link incidents with other records, such as problems, change requests, and other incidents. By using these associations, incident management teams can understand the full context of an issue.

1. Open the incident record and go to the Associations tab.
2. From the Record Type dropdown, select the type of record you want to associate:
   • Incident
   • Problem
   • Change Request
   • Release
3. Click Add.
4. Select one or more records to associate.
5. From Relationship Type, select Caused By or Similar.
6. Save your changes.

Remove Associations

Update record relationships by removing outdated or incorrect associations.

Note Removing an association doesn’t delete the associated record. For example, removing a problem from an incident doesn’t delete the problem record.

1. Open the incident record and go to the Associations tab.
2. Select the records that you want to remove.
3. Click Remove.
4. Click Yes.

Resolve Associated Records

Resolve incidents and their associated records together to make sure that all related work is completed together.

1. Open the incident record and go to the Associations tab.
2. Select the record type of the records you want to resolve.
3. Select records from the list.
4. Click Resolve.
5. In the window, enter the required resolution details.
6. Save your changes.