Managing Incidents

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

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
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

In This Section

Task	Description
How to Manually Create a New Incident	Describes how to create new incidents in response to a call from a user or in response to an e-mail request. Also describes how to create new incidents automatically from the System Center Operations Manager Alert connector.
How to Change an Existing Incident	Describes how to make changes to an incident in response to new information.
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.
How to Create an Incident View and Personalize It	Describes how to create a view of incidents that match the criteria you define.
How to Resolve and Close an Incident	Describes how to resolve and close an incident after the underlying problem is solved.
How to Publish an Announcement for an Incident	Describes how to publish an announcement for an incident to all Self-Service Portal users.