Incidents are automatically created from e-mail requests by users. However, you can use the following procedures to manually create a new incident in the Service Manager console. For example, you might want to manually create a new incident for a person who is experiencing an e-mail-related problem. You can link other affected items, such as various computers, to indicate that the issue affects more than one computer.

To create a new incident from a configuration item view

  1. In the Service Manager console, select Configuration Items.

  2. In the Configuration Items pane, expand Configuration Items, expand Computers, and then click All Windows Computers.

  3. In the All Window Computers view, filter for the computer for which you want to create an incident and then select the computer. For example, select

  4. In the Tasks pane, click Create Related Incident.

  5. In the Tasks pane, click Apply Template.

  6. Under Templates in the Apply Template dialog box, select Software Issue Incident Template and then click OK.

  7. In the Title field, type a new description or modify the description inserted by the template. For example, type User unable to open e-mail that has restricted permissions.

  8. In the Affected user field, select the user who reported this incident. For example, select Joe Andreshak.

  9. In the Alternate Contact Method field, enter additional contact information for the affected user (optional)

  10. Click the Related Items tab.

  11. In the Attached Files area, click Add.

  12. In the Open dialog box, select the file that you want to attach to this incident, and then click Open. For example, select the screen shot of an error message that the affected user has received.

  13. Click OK.

To create a new incident by e-mail

  1. In an e-mail program, create a new e-mail message and enter the help desk alias or e-mail address in the To box. For example, enter in the To box.

  2. In the Subject box, type a subject. For example, enter Unable to print checks.

  3. In the message body, type additional information that the help desk analyst can use to correct the problem. For example, enter The check printer has a paper jam. I will use a backup printer until the jam is fixed.

  4. Optionally, attach files that the help desk analyst can use to correct the problem.

To validate creation of a new incident

  1. In the Service Manager console, click Work Items.

  2. In the Work Items pane, expand Incident Management, and then click All Incidents. New incidents appear in the All Incidents view.