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Managing incidents and tasks using My Work applet › ITSM Mobile Agent › IT Service Management
Release: Australia · Updated: 2025-01-30 · Official documentation · View source

Create an incident from app landing page

Create an incident directly from your agent mobile app landing page with a single tap.

Before you begin

Role required: itil, sn_incident_write, or admin

Procedure

  1. On your agent mobile app landing page, select the
Image omitted: create-incident-shortcut.jpg
create incident shortcutto create an incident directly from the landing screen.
  1. Fill in the fields.
FieldDescription
CallerTap on the arrow to search and choose a caller to whom this incident should be assigned.
Short descriptionProvide a brief description of the incident.
UrgencyPopulate the urgency of the incident. The available options are:- 1 - High - 2 - Medium - 3 - Low
ImpactMeasure of the effect of the incident on business processes. The available options are:- 1 - High - 2 - Medium - 3 - Low
Priority

Level of identification of how quickly the service desk should address the task.Note:

  • This field is read-only and is auto-populated based on the values defined in Urgency and Impact.
  • When updating Urgency and Impact, you must add the work notes. In such case, the value in this field is updated based on the modified the Urgency and Impact values. For more information on configuring the auto-populated values, see Configure auto-fill inputs on input form screens.
DescriptionProvide the detailed description of the incident.
ServiceTap the arrow to search and choose the service to which the incident belongs.
Configuration itemTap the arrow to choose the configuration item for the incident.
Assignment groupTap the arrow to search and choose an assignment group to which the incident should be assigned.
Assigned toTap the arrow to search and choose a person from the assignment group.