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, the SBM User Workspace, or e-mail.
To create a new incident using SBM User Workspace:
- Select the Incidents application tab.
- Select Submit from the navigation pane on the left.
- Click Submit to My Preferred Projects and choose an Incident Management project to submit into from the project tree.
- On the Submit form:
- Choose the Urgency and Impact. Priority is calculated automatically as described in Urgency, Impact, and Priority, but the value can be overridden.
- Enter a
Title and
Description.
Note:
A keyword search of Knowledge Center is performed after you have entered a Title and moved focus to another field. When articles exist in Knowledge Center that match the title words, a message will appear informing you of the number of matches. Click View to look at matching articles.
If one of the articles addresses your issue, open the
article by clicking the title and then choosing
Yes, resolve this issue to automatically submit
and then immediately resolve the issue. A link to the article will be displayed
in the
Resolution field of the issue. - Choose the Reported By user. If necessary, you can also select the Affected User and any other Additional Contacts.
- Click OK to create the new incident.
Submitting Incidents Using E-mail
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.
Submitting Incidents from an Existing Incident
- Copy Incident - Creates an identical copy of the existing incident.
- Post New Incident - Opens the submit form with the fields populated based on the existing incident. The values can be edited in the new incident before you submit the item.