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Managing Incidents Overview

Updated: December 1, 2010

Applies To: System Center Service Manager 2010 SP1

Help desk analysts use incident management to restore regular operations as quickly and as cost-effectively as possible.

Using the E-mail Incident template to populate a new e-mail-related incident, you can quickly create an incident and ensure that the correct impact, urgency, assigned analyst, and support tier fields are configured.

If you configure connectors so that Service Manager imports configuration items and alerts from System Center Operations Manager, some new incidents are automatically created. An analyst reviews the automatically created incidents for accuracy.

In System Center Service Manager 2010, incidents are automatically created from e-mail requests by users. If the user is recognized as a Service Manager end user, the request sent to the helpdesk e-mail address automatically creates a new incident.

Service Manager can automatically generate new incidents from e-mail requests only after a Service Manager administrator enables inbound e-mail processing. By default, the impact and urgency of every incident created by e-mail submission is set to medium, and no category is assigned.

Normally, you create incidents only for user accounts in your organization that have Active Directory Domain Services (AD DS) accounts that are synchronized with Service Manager. However, you might occasionally need to manually create incidents for users. For example, you might need to create an incident for a new user whose account is not yet in AD DS or if an Active Directory account is not yet synchronized with Service Manager. You can also manually create incidents to support external vendors who do not have Active Directory accounts. In another example, you might need to open an incident for an on-site technician who does not have an Active Directory account but who needs to report an incident. Or, you might need to open an incident for an externally-supported customer who does not have an Active Directory account. In all these examples, you must manually create a user in Service Manager. For more information, see the System Center Service Manager Administrator's Guide ( in the “How to Add a Member to a User Role” topic.

IDs that are assigned to change requests and incidents are not created in sequence. However, newer change requests and incidents are assigned IDs with a higher number than ones created previously.

Optionally, you can publish an announcement that is visible to Self-Service Portal users for an incident.

See Also

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