Incident Creation

This topic describes the process for working on incidents after a customer submits a question.

When a customer submits a question, Service automatically creates an incident that contains the subject, customer’s question, and contact information. You can complete an incident response in a single editing session, or you might find it useful to work on one part of the response and then return later to complete the rest of the incident.

The standard incident workspace enables you to move quickly from one section to the next as you work on incidents. You can edit any part of an incident in any order. The majority of incidents are assigned to you or pulled into your inbox. When incidents are assigned to you, some information in the record is populated when you open the incident.