--- sourceDocument: Yokohama IT Operations Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/it-operations-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama IT Operations Management ft:clusterId : - itom bundleId : - itom workflow : - Technology --- # Working with Incidents in SRM # Working with Incidents in SRM {#ariaid-title1} * Release version: Yokohama * * Updated January 30, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read Plan ahead of service disruptions and have SRM send notifications and create status when incidents occur. Distractions are minimized and teams stay focused on remediation. You can manually create incidents within SRM or create an error budget action to do so. See [Manually create an SRM incident](https://servicenow-prod.fluidtopics.net/mHtZ0Tw6o71kiKhtRUseFg "Create an incident if you think an issue poses a serious risk and should be taken care of as soon as possible.") or [Create SLOs, SLIs, and error budget policies](https://servicenow-prod.fluidtopics.net/PAyr1az_9UN3VPV1pJtwxA "Define service level objectives (SLOs), service level indicators (SLIs), and error budget policies to monitor service health. These tools help you and your teams track performance and take action when needed.") for more information. * [Manual creation from an alert](https://servicenow-prod.fluidtopics.net/qK35ONyjZnRQlZOR0ynKBQ "Create an incident from an alert directly from the Express List pane, saving you the time and effort of navigating to the incident record."). * [Manual creation from the incident view](https://servicenow-prod.fluidtopics.net/mHtZ0Tw6o71kiKhtRUseFg "Create an incident if you think an issue poses a serious risk and should be taken care of as soon as possible."). * Automatically from Alert automations, if Alert automations are installed. {#sr-work-incidents__ul_dcc_dq2_v4b} The Assigned to field on an incident specify who should be notified. When a team is selected as a responder, team automations are checked to determine which schedule to use for the notifications. Note: The Assigned to field is cleared when the Assigned-team or Service field is updated on an incident. Escalation policies for the newly assigned teams run. The field remains cleared until a user on the new team acknowledges an escalation notification. If the Service is changed and the new Service does not have an assigned team, no changes occur. When a service is deleted, its integrations, alerts, incidents, and automations are removed. Deleting a service isn't a recoverable action so consider deactivating the service instead. Responders and above are notified for updates to incidents based on their notification preferences. If you made the update, you won't be notified. You can resolve incidents by selecting specific incidents or in bulk. See [Resolve an SRM incident](https://servicenow-prod.fluidtopics.net/C3K_pohFjfezrjccGPCdtA "Resolve an incident, if you need it reviewed, or you think it has already been handled, but aren't ready to close it."), or [Close an SRM incident](https://servicenow-prod.fluidtopics.net/WspUfir~scArptlMJ8eqhQ "Close an incident, if you think it is not an issue, or if it has already been handled.") or [Cancel an SRM incident](https://servicenow-prod.fluidtopics.net/bmRmpOAXRPEQMItpSjzfWA "Close an incident, if you think it is not an issue, or if it has already been handled."). Note: Incidents in the Resolved state are automatically closed after 3 days. For more information on the areas and fields available in an incident, see [SRM incidents](https://servicenow-prod.fluidtopics.net/Yi8Rs_yBZxFQvmHijtGs1w "Track and collaborate on incidents in the Incidents tab, helping you and your teams resolve issues efficiently."). [Export list information to a file](https://servicenow-prod.fluidtopics.net/losfMl_gARwjObjIgA67_Q "You can export live information to a file in Service Reliability Management (SRM).") from the list view. Respond to an incident in the following ways: * [Tag an incident](https://servicenow-prod.fluidtopics.net/KnRQOfQ47Qsorhvb6c5VoQ "Add tags to classify, categorize, and add context to data. Service Reliability Management (SRM) imports tags and attaches them to services, alerts, and incidents. You can also manually create tags."). * [Update the priority of an SRM incident](https://servicenow-prod.fluidtopics.net/1gbprLnRKOCwvbIVpbOHBQ "If the priority of an incident should be changed, you can manually update it to reflect its new criticality."). * [Set the state of the incident](https://servicenow-prod.fluidtopics.net/EgALuKcbffJQQwqkI2fSfg "Incidents can be in a few different states depending on how they are acted on."). * [Copy an SRM incident](https://servicenow-prod.fluidtopics.net/IbXUtu0VBythbJ1GvzItog "Copy an incident, if you have a similar issue."). * [Add a service to an SRM incident](https://servicenow-prod.fluidtopics.net/7Ycr_oyWtnpIqCE15Dqvbw "Add a service to an incident to increase the amount of data for the incident."). * [SRM incidents](https://servicenow-prod.fluidtopics.net/Yi8Rs_yBZxFQvmHijtGs1w "Track and collaborate on incidents in the Incidents tab, helping you and your teams resolve issues efficiently."). * [Resolve an SRM incident](https://servicenow-prod.fluidtopics.net/C3K_pohFjfezrjccGPCdtA "Resolve an incident, if you need it reviewed, or you think it has already been handled, but aren't ready to close it."). * [Cancel an SRM incident](https://servicenow-prod.fluidtopics.net/bmRmpOAXRPEQMItpSjzfWA "Close an incident, if you think it is not an issue, or if it has already been handled."). * [Close an SRM incident](https://servicenow-prod.fluidtopics.net/WspUfir~scArptlMJ8eqhQ "Close an incident, if you think it is not an issue, or if it has already been handled."). * [Reopen an SRM incident](https://servicenow-prod.fluidtopics.net/9AwCoGyJcOGmR8kEVi1Kaw "Reopen a closed incident if you think the issue is not yet resolved."). {#sr-work-incidents__ul_u52_rlr_tnb} * **[Manually create an SRM incident](https://servicenow-prod.fluidtopics.net/mHtZ0Tw6o71kiKhtRUseFg)** Create an incident if you think an issue poses a serious risk and should be taken care of as soon as possible. * **[Reassign an SRM incident](https://servicenow-prod.fluidtopics.net/hy9fb_GLM2fTXQWb5BIUdA)** Reassign an incident to a responder when the incident tasks should be addressed by a particular team member. * **[Update the priority of an SRM incident](https://servicenow-prod.fluidtopics.net/1gbprLnRKOCwvbIVpbOHBQ)** If the priority of an incident should be changed, you can manually update it to reflect its new criticality. * **[Add a service to an SRM incident](https://servicenow-prod.fluidtopics.net/7Ycr_oyWtnpIqCE15Dqvbw)** Add a service to an incident to increase the amount of data for the incident. * **[Add resolution code and notes to an SRM incident](https://servicenow-prod.fluidtopics.net/jKDEXlKuTlrxRttVwtF1Yg)** Add a resolution code and notes to an incident when you have resolved the incident. * **[Copy an SRM incident](https://servicenow-prod.fluidtopics.net/IbXUtu0VBythbJ1GvzItog)** Copy an incident, if you have a similar issue. * **[Resolve an SRM incident](https://servicenow-prod.fluidtopics.net/C3K_pohFjfezrjccGPCdtA)** Resolve an incident, if you need it reviewed, or you think it has already been handled, but aren't ready to close it. * **[Cancel an SRM incident](https://servicenow-prod.fluidtopics.net/bmRmpOAXRPEQMItpSjzfWA)** Close an incident, if you think it is not an issue, or if it has already been handled. * **[Close an SRM incident](https://servicenow-prod.fluidtopics.net/WspUfir~scArptlMJ8eqhQ)** Close an incident, if you think it is not an issue, or if it has already been handled. * **[Reopen an SRM incident](https://servicenow-prod.fluidtopics.net/9AwCoGyJcOGmR8kEVi1Kaw)** Reopen a closed incident if you think the issue is not yet resolved.