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How to Change an Existing Incident

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Applies To: System Center Service Manager 2010 SP1

You can use the following procedures to change the urgency of an incident, to edit an unassigned incident from System Center Operations Manager, and to link a knowledge article to an incident. Users create simplified incidents using the Self-Service Portal based on the Incident portal template. Because user-created incidents are simplified, analysts often need to revise new incidents with additional information. Additionally, there is no functional difference between incidents created with the Self-Service Portal using either the Need help with a problem or Need repair or fix options.

Note

Incidents are automatically created by System Center Service Manager 2010 Service Pack 1 (SP1) when the Operations Manager Alert connector is enabled. You can edit the new incidents that are generated when an Operations Manager alert is raised and then assign the incidents to analysts. For more information, see System Center Service Manager Administrator's Guide (https://go.microsoft.com/fwlink/?LinkID=178233) in the “Importing Data and Alerts from Operations Manager 2007” topic.

To change the urgency of an incident

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

  2. In the Work Items pane, expand Incident Management, and then click All Open E-Mail Incidents.

  3. In the All Open E-Mail Incidents view, select the original incident. For example, select the Unable to print checks incident.

  4. In the Tasks pane, click Edit.

  5. In the Incident form, in the Urgency list, select High.

  6. Optionally, type a comment in the Action Log box. If you do not want end users to be able to read the comment, select the Private check box that is above the Action Log box. For example, in the Action Log box, type The user called to say that the backup printer is unavailable and that this issue is now urgent. Then, click Add. The new comment appears as a log entry.

  7. Click OK to close the form and to save your changes.

To edit an unassigned incident from Operations Manager

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

  2. In the Work Items pane, expand Incident Management, and then click All Open Operations Manager Incidents.

  3. In the All Open Operations Manager Incidents view, select an incident that was created automatically from an Operations Manager alert.

  4. In the Tasks pane, click Edit.

  5. In the Incident form, under Support Group, select Tier 1.

  6. Under Assigned to, enter the name of the help desk analyst who will investigate the problem.

  7. Click OK to close the form and to save your changes.

To link a knowledge article to an incident

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

  2. In the Work Items pane, expand Incident Management, and then click All Open Operations Manager Incidents.

  3. In the All Open Operations Manager Incidents view, select the incident that was created automatically from an Operations Manager alert.

  4. In the Tasks list, click Search for Knowledge Articles.

  5. In the Knowledge Search dialog box, type a search term in the Search for box, and then click Go. For example, type MICR Check Printer Article.

  6. Select the article, click Link to <IncidentName>, click OK to close the informational dialog box, and then click Close.

To validate incident edits

  • Open the incident, and then verify that your changes appear. For example, verify that the comment you entered appears as a log entry.

Did you find this information helpful? Please send your suggestions and comments about System Center Service Manager documentation to scsmdocs@microsoft.com.