Managing an Incident
Applies To: System Center Service Manager 2010 SP1
The procedures in this section describe how to manage incidents by using System Center Service Manager 2010.
For a detailed description of the complete scenario for managing incidents and problems, see Sample Scenario: Managing Incidents and Problems.
Help desk analysts use incident management to restore regular operations as quickly and as cost-effectively as possible by creating new incidents. They also work in partnership with Service Manager administrators to ensure that incidents that are created automatically or by end-users are correctly categorized and reassigned to appropriate personnel. Methods that analysts use to accomplish these duties include:
Using the E-mail Incident template to create new incidents
Reviewing automatically created incidents, such as those automatically created from System Center Operations Manager 2007 using the Operations Manager Alert connector
Reviewing and updating incidents created by end-users who have sent requests by e-mail
Publishing announcements for incidents to the Self-Service Portal, when necessary
Follow these steps to manage an incident.
Task | Description |
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Describes how to create new incidents in response to a call from a user or from an e-mail request. |
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Describes how to make changes to an incident in response to new information. |
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Optional step: How to Contact a User From an Incident Form |
Describes how to contact a user by e-mail or instant message while you have an incident form open. |
Describes how to create a view of incidents that match the criteria you define. |
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Describes how to resolve and close an incident after the underlying problem is solved. |
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Optional step: How to Publish an Announcement for an Incident |
Describes how to publish an announcement for an incident to all Self-Service Portal users. |
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