Create Incident for Problem

New Incidents can be assigned to an existing problem directly in the Call Acceptance editor.

Use case scenario: An incident occurs. The Call acceptance editor is filled with logged user information (normally end user or customer) and description. The incident has to be created. If the incident has the same cause as an existing Problem, then the new incident has to be linked to the superior Problem.

The following actions are involved in the process:

To create an incident for a problem:

1. Continue with the opened Call acceptance editor.
2. Make the classification: Ticket Class = 'Incident', define optional categories.

   You can see the existing Problems below under the Problems tab.

   This tab serves as a pro-active user information about the existing Problems of the same type.

3. Assign the appropriate Problem.
   • Double-click the appropriate Problem in the 'Problems' tab below

     OR

   • Select the appropriate Problem from the browser by clicking the 'Plus' icon at the end of the Problem field in the editor.

   The Problem field will be filled with the Problem number.

4. Click the 'Create + Wait for PR' button to create the new Incident and set the status to 'Waiting' for the Problem.

   An incident is created as a Subordinate Incident with a unique ticket number and assigned to the Problem (you can verify this by opening the new incident).

   As soon as the Problem is solved, all such Subordinate Incidents will be also closed automatically.

5. According to configuration the Call acceptance editor is cleared or closed directly.