Incidents

Incidents

Incidents are events outside of normal operations. When incidents occur, they disrupt the normal operational processes of an organization. If you create a ticket as a copy of another ticket, the Status field displays all Status values.

Important! Depending on your role, you do not have access to all the functionality described in this section. For example, some predefined roles can edit records but cannot create new ones.

This section contains the following topics:

Create an Incident

View Incidents

Search Incidents

Edit an Incident

Incident Properties

Process CA Workflow Workitems

Process CA Process Automation Workflow Items

Add Activities to an Incident

Personalized Responses

View Incident Events

Incident Attachments

Attach a Service Type Event

Edit Service Targets

Create Parent/Child Relationship

Use Knowledge to Resolve an Incident

Create an Incident Template

Event Logs