Create an incident task

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Create an incident task to communicate and request work from assignment groups other than the one initially assigned to the incident.

    Before you begin

    Role required: itil, sn_incident_write, or admin

    Procedure

    1. Navigate to All > Incident > Open.
      Note:
      If the UI16 module link redirection feature is enabled in Service Operations Workspace (SOW) and the UI16 module supports the redirect configuration, navigating through UI16 paths automatically redirects you to the equivalent list or record pages in SOW instead of displaying the UI16 forms or lists. For more information, see Redirect UI16 module links to Service Operations Workspace.
    2. Open the incident record.
    3. In the Incident Tasks related list, click New.

      If you don't see the Incident Tasks related list, you need to add it. For information on how to add a related list, see Add a related list to a form.

      Alternatively, you can also right-click on the header form and on the context menu, and then select Create Incident Task.

    4. On the form, fill in the fields.
      Field Description
      Number Unique system-generated incident task number.
      Incident Incident with which the task is associated.
      Configuration item The affected CI.
      State The state is updated and tracks the incident task through several stages of resolution.
      Note:
      When an incident task is closed, you can no longer edit the field values in the incident task form.
      Priority Priority level of the incident task.
      Assignment group Group who works on the incident task. If you leave it blank, the incident is automatically assigned.
      Assigned to User to whom the incident task is assigned.
      Note:
      If the Assignment group changes, the Assigned to field is cleared.
      Short description A brief description of the incident task.
      Description Detailed explanation on the incident task.
      Notes
      Work notes list Users who receive notifications about this incident task when work notes are added.
      Note:
      You can the add me icon Add me icon to add yourself to the work notes list.
      Work notes Information about how to resolve the incident task, or steps taken to resolve it, if applicable.
    5. Click Submit.

    What to do next

    When an incident task is closed, you can no longer edit the field values in the incident task form.