To Log an Incident

You can log an Incident and assign it to a support officer or group by selecting the Log an Incident menu option. Incidents via the Service Portal are logged using Call Templates, which are call logging screens with pre-defined values set up by your organization.

Your organization may have created a number of call templates, from which you can select the most appropriate one to log your call. If you only have access to one call template however, you will immediately be directed to that screen.

To log an Incident, follow these steps:

  1. Select the Log an Incident menu option. If you only have access to one call template, you will be directed straight to the Log an Incident page (which is outlined in Step 2). However, if you have access to a number of call templates, the Log a Call page will display.

The Log a Call page displays the names of all the call templates to which you have access. Select the call template most appropriate to the type of Incident you want to log. If you are not sure, select the Default call template.

Once you have selected your call template, the Log an Incident page will display.

  1. Type the name of the service for the Incident that you are logging in the Service field or click the search button to display the Service Search page.
    1. On the Service Search page,
    2. Select to Search Within your services or all services.
    3. Or enter a Service reference number or part of a service reference number in the Service Ref field.
    4. Or select a Service Type from the drop-down list.
    5. Click . Services are displayed in a summary format.
    6. Click to select the configuration item. You are returned to the Log an Incident page.
  2. Type the name or code of the configuration item that you are logging or click the search button to display the Review Configuration Items page.
    1. On the Review Configuration Items page,
    2. Select to Search Within your services or all services.
    3. Or enter a Configuration Item reference number or part of a configuration item reference number in the CI Type field.
    4. Click . Configuration Items are displayed in a summary format.
    5. Click to select the configuration item. You are returned to the Log an Incident page.
  3. Click in the Type field and select a issue type from the list. If a sub-type is defined for the type selected, a list is displayed from which to select. Select a sub-type from the list. Further sub-types may appear if they are defined for the selected sub-type.
  4. From the Urgency list, select the urgency for your Incident.
  5. From the Impact list, select the impact of your Incident.
  6. In the Description area, type the Problem description in as much detail as possible.
  7. If configured, you can select the Send Email or Send Pager option for the Incident.

Send Email will send an email message to and Send Pager will transmit a paging notification to the officer to whom the Incident is assigned.

  1. If you have screen shots or additional information relating to your Incident contained in a file, you have the option to attach the file to your Incident. To attach a file to your Incident, use the Attach File option. Click Browse… and select the file you want to attach.

Attaching a file is also known as attaching an object. You can attach an object to the Incident at a later stage by selecting the Attach Objects to Your Incident menu option.

  1. Select the support group to which you want to send this Incident:

Once you have submitted your Incident, the system will display an acknowledgement with the Incident Number and a summary of the Incident that you logged.

 

One or more fields will be mandatory when logging an Incident. These are made up of those that are system defined as being mandatory, such as Type, and those that are configured to be mandatory by your administrator. If you do not complete all mandatory fields, the system will prompt you to complete these fields before logging the Incident. If you are prompted by the system to complete the mandatory fields on the page and have attached an object to the call, you must again specify the file path of the object in the Attach File field.

 

Any Incident logged via the VMware Service Portal will automatically send an email confirmation to the Person who logged the Incident.

 

When you log an Incident via the VMware Service Portal, you will automatically be set as the Logging Officer as well as the Current Officer of the Incident.

 

If your system is partitioned, the Incident will be logged in the partition specified in the URL of the page you are viewing.

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