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Incident Management in Service Operations Workspace › Operating IT services in your organization › Service Operations Workspace for ITSM › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Create an incident in Service Operations Workspace

Track the investigation, possible solutions, and resolution of a problem for a customer.

Before you begin

Role required: itil or admin

Procedure

  1. Perform one of the following actions to start creating an incident.
OptionDescription
From the List menu
  1. From the primary navigation, click the list icon (
    Image omitted: lists_icon.png
    List icon).</li>
  2. Click the add icon (
    Image omitted: add-icon.png
    add icon) next to the <strong>List</strong> tab.</li>
  3. Click New Incident.
From an incident list
  1. Navigate to a list of incidents.

Note: Following lists are available for incidents:

  • Assigned to me
  • Unassigned
  • Open
  • Resolved
  • All
  • Click New.
From an interaction
  1. Open an interaction.
  2. From the record page, select Create incident.
  1. On the form, fill the fields in the Details tab.
FieldDescription
Incident
Short descriptionBrief description of the incident.
DescriptionDetailed explanation of the incident.
NumberAuto-generated unique number to identify the incident record.
CallerUser who contacted you with an issue. Begin typing the first name of the caller to select from a list of matching names, or look up and select the user.
LocationLocation of the caller.
ChannelMode of communication taken by the user to create the incident.
StateDifferent states through which the incident proceeds during its life cycle.
ImpactThe effect of an incident, problem, or change on the business processes.
UrgencyHow long the resolution can be delayed until an incident, problem, or change has a significant business impact.
PriorityHow quickly the service desk should address the task. Priority is based on impact and urgency.
Impact
ServiceBusiness service that is affected.
Configuration itemConfiguration item that is affected.
Service OfferingConsists of one or more service commitments that uniquely define the level of service in terms of availability, scope, pricing, and packaging options. Service offering enables you to receive different features and their levels of performance for a given service.
Business impactImpact of the incident.
Assignment
Assignment groupGroup to work on this incident. If you do not provide a value, the incident is automatically assigned based on assignment rules.
Assigned toThe user to work on this incident. Note: If the Assignment group changes, the Assigned to field is cleared.
Notes
Additional comments \(Customer visible\)More information about the issue as needed. All users who can view incidents can also see additional comments.
Work notesInformation about how to resolve the incident or steps taken to resolve it, if applicable.
Related Records
Parent IncidentAssociated parent incident that makes the current incident a child incident. Note: When the parent incident is resolved, the child incident is also marked as resolved.
ProblemAny related problem record.
Change RequestAny related change request.
Caused by ChangeAssociated change request that prompted the creation of the incident.
  1. Click Save.

Parent Topic:Incident Management in Service Operations Workspace

Related topics

View and update incident information on the Overview tab

Viewing incident record information using the Contextual side panel

Work on an incident list page in Service Operations Workspace

Work on an incident record in Service Operations Workspace

Remedial actions using Playbook

Close resolved incident

Reopen an incident in Service Operations Workspace

Incident Management in Service Operations Workspace reference