To Log an Incident

You can log an Incident and assign it to a support officer or group by selecting this menu option.

To log an Incident, follow these steps:

  1. Select the Log an Incident menu option. The Log an Incident page is displayed.
  2. Type the name of the service for the Incident you are logging in the Service field.
  3. Type the identifier of the config item that is related to your Incident in the Config Item field.

The Config Item field ID can be a name or code.  If you are unsure or cannot locate the specific details of the Config Item, you can conduct a search and view details by selecting the Review Configuration Items menu option. Alternatively, you can leave this field blank if it is not mandatory.

  1. From the Type list, select the Problem type for your Incident.
  2. From the Urgency list, select the urgency for your Incident.
  3. From the Impact list, select the impact of your Incident.
  4. In the Description area, type the Problem description in as much detail as possible.
  5. If configured, you can select the Send Email or Send Pager option for the Incident.

Send Email will send an email message to and Send Pager will transmit a paging notification to the officer to whom the Incident is assigned.

  1. If you have screen shots or additional information relating to your Incident contained in a file, you have the option to attach the file to your Incident. To attach a file to your Incident, use the Attach File option. Click Browse… and select the file you want to attach.

Attaching a file is also known as attaching an object. You can attach an object to the Incident at a later stage by selecting the Attach Objects to Your Incident menu option.

  1. From the Forward To list, select the support officer or group to whom your Incident should be assigned.
  2. Click OK to submit the Incident. The Incident is forwarded to the selected support officer or group you selected in the previous step. Once you have submitted your Incident, the system will display an acknowledgement with the Incident No and a summary of the Incident that you logged.

One or more fields will be mandatory when logging an Incident. These are made up of those that are system defined as being mandatory, such as Type, and those that are configured to be mandatory by your administrator. If you do not complete all mandatory fields, the system will prompt you to complete these fields before logging the Incident. If you are prompted by the system to complete the mandatory fields on the page and have attached an object to the call, you must again specify the file path of the object in the Attach File field.

 

Any Incident logged via the Customer Portal will automatically send an email confirmation to the Customer.

 

When you log an Incident via the Customer Portal, you will automatically be set as the Logging Officer as well as the Current Officer of the Incident.

 

If your system is partitioned, the Incident will be logged in the partition specified in the URL of the page you are viewing.

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