How to Raise and Resolve Incident in SCSM - System Center Service manager

Recommended Readings :  http://sccmconfighelp.wordpress.com/2013/10/18/incident-in-scsm-system-center-service-manager-incident-templates/

http://sccmconfighelp.wordpress.com/2013/10/10/adding-new-incident-category-in-scsm-in-depth/

 

In this Post we will learn the art of Raising and Closing an Incident in SCSM - System Center Service Manager. 

 

Step # 1 : Login into the SCSM Console :

The user must have Access to Raise an Incident :

Go to the Work Items Pane :

 

[caption id="attachment_1102" align="alignnone" width="300"] Raise an Incident in SCSM[/caption]

 

 

Click Create Incident :

[caption id="attachment_1103" align="alignnone" width="300"] Create Incident in SCSM
System Center Service Manager[/caption]

If you have already added a Template ( Then you can use that template and some of the Information will be auto populated ) .

[caption id="attachment_1104" align="alignnone" width="287"] Create Incident in SCSM[/caption]

 

I had already created an Incident Template so I can apply it in this example as shown Above :

[caption id="attachment_1105" align="alignnone" width="300"] Create Incident in SCSM[/caption]

 

As you can see that after I have applied the template , some of the information has been auto Populated in the Incident :

Click Ok and the Incident is created . If you want to check the Incident , Click Incident Management and Click all open Incidents :

[caption id="attachment_1106" align="alignnone" width="300"] Create Incident SCSM[/caption]

 

Now , If you want to close the Incident , Log On to the Service manager with a user account which has Incident Resolver's Rights and close it as shown below :

 

[caption id="attachment_1107" align="alignnone" width="300"] Incident Closure SCSM[/caption]