Concepts and Processes → Process Apps Overview → Service Management Process Apps → Incident Management → Incident Management Overview → 1. Incident Creation
Incident creation is known as submitting incidents in Serena Service Manager. Two primary actors responsible for submitting incidents are users and IT Service Desk staff. Users can submit their incidents using Request Center, Serena Work Center, or e-mail.
Most users assigned to Incident Management roles can submit incidents on their own behalf or on the behalf of another user. This enables service desk staff to submit incidents on behalf of their customers, for example. To submit an incident on behalf of another user, search for and select that user from the Affected User field on the Submit form.
To disable the submit on behalf feature, refer to Disabling "Submit on Behalf".
Incidents can also be submitted automatically from another application using Web services. For example, if you have the Service Manager integration to Microsoft Operations Manager, incidents will be submitted automatically when certain issues arise.
To create a new incident:
You can configure SBM to accept new incidents through e-mail.
Information on configuring SBM to handle e-mail submissions is available in the SBM Application Administrator Guide.
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