Create an incident in Proactive Service Experience Workflows
Create an incident record in Proactive Service Experience Workflows to document an issue that your customer is facing.
Before you begin
Role required: sn_ind_tsm_sdwan.PSEW_USER, admin
Procedure
Navigate to Workspaces > Service Operations Workspace > Incidents > All.
From the incident list view, select New.
On the form, fill in the fields.
| Field | Description |
|---|---|
| Short description | Brief description of the incident. |
| Description | Detailed explanation of the incident. |
| Number | Unique system-generated incident number. |
| Company | Customer account that faced a network issue. |
| Caller | User who contacted you about an issue. |
| Location | Location of the caller. |
| Channel | Communication method that is used to create the incident. The available options are:- Chat - Email - Phone - Monitoring - Self-service - Virtual agent - Walk-in |
| State | State of the incident through several stages of resolution. |
| Impact | Measure of the effect of an incident or problem. |
| Urgency | Measure of how long the resolution can be delayed until an incident or problem has a significant business impact. |
| Priority | Based on the impact, urgency, and how quickly the resolution can be completed. |
| Service | Affected business service. |
| Service Offering | Service offering that consists of one or more service commitments that uniquely define the level of service for the availability, scope, pricing, and packaging options. |
| Configuration item | Affected configuration item. |
| Assignment group | Group that works on the incident. |
| Assigned to | User who works on this incident. If the Assignment group changes, the Assigned to field is cleared. |
| Additional comments | More information about the issue as needed. All users who can view the incidents can see the additional comments. |
| Work notes | Information about how to resolve the incident, or the steps that were taken to resolve it, if applicable. |
| Category and Sub Category | Type of issue. After selecting the category, select the subcategory, if applicable. |
- Select Save.
Result
The incident is created.
Parent Topic:About identifying affected accounts with Proactive Service Experience Workflows in Incident Management