Skip to main content

Case ManagerCase Manager Documentation

Version: i56

Manually Create an Incident

Instead of ingesting incidents from a service as they cross a risk threshold or creating an incident from a Smart Timelines™ session summary, manually create an incident if you need one immediately and it's not associated with an Advanced Analytics session.

  1. In the navigation bar, click INCIDENTS.

  2. Select + NEW INCIDENT.

  3. Enter information about the incident:

    • Incident name – Enter an incident name.

    • Incident type – Select an incident type.

    • Event start time – Indicate when the incident started.

    • Event end time – Indicate when the incident ended, if known.

    • Queue – Assign the incident to a queue. If not, the incident is assigned to the default Unassigned queue.

    • Assignee – Assign the incident to someone on your team. If not, it is assigned to "unassigned" by default.

    • Priority – Low, medium, high, or critical.

    • Status – Select the status of the incident: New, In Progress, Pending, Resolved, or Closed. Feel free to use these statuses according to your organization's workflow and needs.

    • Restrict to – Restrict who can access this incident. These people or groups can't see or search for this incident. Open tasks assigned to people restricted from the incident are reassigned to Unassigned. Keep in mind that anyone with View Restricted Incidents permissions can still view the incident.

    • Description – Provide context about the incident.

  4. Click CREATE.