Create an incident from app landing page
Create an incident directly from your agent mobile app landing page with a single tap.
Before you begin
Role required: itil, sn_incident_write, or admin
Procedure
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On your agent mobile app landing page, click on the
to create an incident directly from the landing screen.
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Fill in the fields.
Field Description Caller Tap on the arrow to search and choose a caller to whom this incident should be assigned. Short description Provide a brief description of the incident. Urgency Populate the urgency of the incident. The available options are: - 1 - High
- 2 - Medium
- 3 - Low
Impact Measure of the effect of the incident on business processes. Priority Identification of how quickly the service desk should address the task. Description Provide the detailed description of the incident. Service Tap the arrow to search and choose the service to which the incident belongs. Configuration item Tap the arrow to choose the configuration item for the incident. Assignment group Tap the arrow to search and choose an assignment group to which the incident should be assigned. Assigned to Tap the arrow to search and choose a person from the assignment group.