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How to create a new incident
1. Incident Console window - click on Functions – New Incident
a. Note: An Incident number is assigned immediately
2. In Customer*+ field - type in last name – list of names will appear Or
alternatively, you can click in Customer*+ field and hit the Enter key to use
People Search window to search on, e.g. email address, phone number, name,
corporate ID (CYIN) – click on Search button
3. Highlight correct person and click on Select
4. Click on Customer Details icon beside Customer*+ field to update customer
phone number and location for that incident and also permanently for future
incidents – NEVER update the Corporate 'Email Address' field. If you use the >>
and update the fields, note that this will update the information for that incident
only
5. Contact+ field – type in last name value if there is an alternative person to
contact
6. Fill in Notes field with additional information elaborating on what the
issue/problem is and what needs to be done to complete customer‟s request
7. Fill in Summary* field - brief but meaningful – is the “subject” field
8. Select Impact* value for this incident using drop-down menu –
Extensive/Widespread meaning campus wide effecting everyone
Significant/Large meaning department wide potentially effecting many
people
Moderate/Limited meaning department/division wide effecting a restricted
number of people
Minor/Localized meaning office area affecting a small number of people
9. Select Urgency* value for this incident using drop-down menu
a. Critical meaning crucial action required
b. High meaning immediate action required
c. Medium meaning important – to be looked at ASAP
d. Low meaning action required when time permits
10. Using the definitions below select the correct Incident Type* value for this
incident using the drop-down menu:
User Service Restoration: An incident where something breaks or there
is an unexpected disruption to a normal business process
Examples:
MyMail server is down
WebFAS is down
PC not booting up
The system/server is down and business is affected
Service/System is down with no workaround
Printer not working
Web page down/inaccessible
My computer has a blue screen
Something is broken or needs fixing