• Article

Managing Incidents

 

Updated: May 13, 2016

Applies To: System Center 2012 SP1 - Service Manager, System Center 2012 R2 Service Manager, System Center 2012 - Service Manager

The procedures in this section describe how to manage incidents by using System Center 2012 – Service Manager.

For a detailed description of the complete scenarios for managing incidents and problems, see Sample Scenarios: 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 incidents that are automatically created from System Center Operations Manager 2007 using the Operations Manager Alert connector.

  • Reviewing and updating incidents that are created by end users who have sent requests by email.

  • Combining incidents into parent-child relationships when incidents are related.

To manage an incident, complete the steps in the following table.

Step Description
Step 1: How to Manually Create a New Incident Describes how to create new incidents in response to a call from a user or from an email request.
Step 2: How to Change an Existing Incident Describes how to make changes to an incident in response to new information.
Optional step: How to Contact a User from an Incident Form Describes how to contact a user by email or instant message while you have an incident form open.
Step 3: How to Create an Incident View and Personalize It Describes how to create a view of incidents that match the criteria you define.
Step 4: Combining Incidents into Parent-Child Groups Describes the actions you can take to combine incidents into parent-child relationships.
Step 5: How to Resolve and Close an Incident Describes how to resolve and close an incident after the underlying problem is solved.