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Siebel HelpDesk Guide > IT Service Management Solution Set >
Adding Incident Records
Incident management automates the process of reporting and tracking an incident or groups of incidents. HelpDesk agents open incident records to document and flag problems with software, equipment, facilities, network problems, and so on. They perform then perform initial analyses of the incident records they add, and assign the records for resolution. Finally, they link the incident records to known assets—for example if a customer calls to report a faulty product, the agent can link the incident report to the asset number of the faulty product. You can view all incident records from the Service Requests - HelpDesk view by selecting All Incidents from the Queries drop-down list. To add incident records
- Navigate to the Service Requests screen > Service Requests - HelpDesk view.
- In the Service Requests - HelpDesk list create a new record, and complete the necessary fields.
Some fields are described in the following table.
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SR Type |
Select Incident. |
Source |
Classify the incident by assigning how the service request was reported, for example over the phone or email. |
Title |
Describe the incident problem, for example Email Problem or Cannot Access Outlook. |
Impact |
Describe the impact the incident has on the user, for example High, Medium, or Low. How the Impact field is set affects the Recommended Priority. |
Urgency |
Describe the urgency the incident has to the user, for example High, Medium, or Low. How the Urgency field is set affects the Recommended Priority. |
Recommended Priority |
Automatically assigned by how the Impact and Urgency fields are described. For example, if the Impact field is Medium and the Urgency field is set to High, the Recommended Priority field is then automatically set to 2-High. |
User Priority |
Describes the priority for the incident as set by the user. The Recommended Priority may or may not be the same as the User Priority. |
Agent Priority |
Describes the priority for the incident as set by the agent. The Recommended Priority may or may not be the same as the User Priority. |
- Navigate to the Service Requests screen > Service Requests - HelpDesk view.
- In the Service Requests - HelpDesk list, click the SR # link.
- In the Owner field, click the select button.
The Pick Service Request Owner dialog box appears.
- Select the owner, and click OK.
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