The following fields appear on the Create New Incident and Update Incident pages:
The user name of the person who created the incident ticket. The user name is entered automatically and cannot be edited.
(Optional) Enter your phone number when creating an Incident ticket. This appears in the History section of the incident record and cannot be edited.
(Optional) Enter your e-mail address when creating an Incident ticket. This appears in the History section of the incident record and cannot be edited.
Specifies the priority ranking of the record to determine the amount of attention it receives. The predefined priority levels are 1 (highest) through 5 (lowest). Your system administrator or an active priority calculation can generate the appropriate Priority values for various installations and tenants. When priority calculation is enabled, this field updates based on Impact, Urgency, Affected Service, and Affected User settings. When your administrator disables priority calculation and uninstalls the urgency_on_employee option, Self Service Users see the Priority field on the Request Detail page.
(Optional) Indicates the general subject the incident ticket addresses. Areas provide default values that automatically appear on all incidents that are assigned to that area. Your system administrator defines incident areas for your installation, so they vary from one installation to another. Enter a value directly, or click 
to select from the defined Incident Areas.
Note: Your administrator may add custom properties to Incident Areas. If custom properties have been added, they are displayed on the Properties section of the ticket record.
Enter a detailed description of the reason for opening the Incident ticket. Be sure to provide enough information so the person who works on this incident can understand and resolve the ticket. This field is required.
The following fields appear on the Incident Detail page:
Indicates date and time the ticket was created.
Indicates the status of the ticket within the overall processing cycle, for example Open, Work In Progress, or Closed.
Specifies the priority ranking of the record to determine the amount of attention it receives. The predefined priority levels are 1 (highest) through 5 (lowest). Your system administrator or an active priority calculation can generate the appropriate Priority values for various installations and tenants. When priority calculation is enabled, this field updates based on Impact, Urgency, Affected Service, and Affected User settings. When your administrator disables priority calculation and uninstalls the urgency_on_employee option, Self Service Users see the Priority field on the Request Detail page.
Indicates the general subject the ticket addresses (for example, Software.PC.Install).
Explains in detail what the ticket is intended to accomplish.
Displays any custom properties your administrator may have added to the incident area associated with the ticket. The Example field displays explanatory text your administrator provides about each property.
Displays a log of all activities that have been performed on the ticket.
Provides a list of links to any documents or web sites that have been attached to the ticket.
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