Create an Incident

Incidents can be created in multiple ways, manually or automatically.

• Create an Incident on a Map from Scratch
• Create an Incident via Triggering
• Create an Incident from Change Management Module
• Create an Incident from Smart CLI

Create an Incident on a Map from Scratch

You can directly create an incident on a map manually by following the steps: 

1. Open a map and create an incident by clicking the icon.
   
   

   Note: If the map has been associated with an incident, it will be indicated by the icon of creating a new incident. Clicking this icon will enter the collaboration session of the incident directly.

2. In the pop-up New Incident dialog, define the Incident's basic information, including title (subject), and brief description, and select a location for storing the incident.
   
   

   Note: New is selected by default when this dialog prompts.

3. Click Apply to apply these definitions.

You can create an Incident on a map by associating to an existing one. You can select an incident from a list of recently used incidents or all the incidents in the domain.

1. Open a map and create an incident by clicking the icon.
   
   
2. Select Associate to an Existing One.
   
   
   • (Option 1) Select an incident to associate with from the ones listed under Recent Incident Items, and the information of the selected incident will be automatically entered.
     
     
   • (Option 2) Click Select an Existing Incident, select an incident from the Select Incident dialog, then click OK.
     
     
3. Click Apply to complete associating the incident.

Create an Incident via Triggering

An incident can be automatically triggered by the 3^rd system.

• Incidents can be automatically created by the API Stub or Event Template when a 3^rd system such as ServiceNow calls the API stub.
  

• Incidents can be automatically created when a ticket system makes an API call and matches an Incident Type.
  
  

  Note: You can see Incident Type for more information.

If you select the Auto Create an Incident check box when creating a network change task, an incident will be created after clicking OK.

When accessing a device through Smart CLI, you can associate the device connection with an incident to start a collaboration session.

                        Associate with a New Incident                            Associate with an Existing Incident

Note: The map and Runbook of an incident will be created automatically, then you can send data to the Runbook or directly draw a note on the map.