New Activity (Incident)

Assuming you have appropriate permissions you can create new incidents by executing the operation New Activity on the appropriate Activity Tracker:

Using this operation instead of manually creating a new incident, e.g. with the creator Activity Management > Activities > Incident, has the advantage of properly linking the new incident with the respective Activity Tracker and assigning an appropriate value to Reporting Contact.

You can link any existing activity (including incidents) with an Activity Tracker by executing the operation Actions > Assign Activity on that particular activity (incident).

You can remove an activity from an Activity Tracker by deleting the corresponding linked activity (make sure that you do not delete the underlying activity!)

If you create a new incident with the operation New Activity you can enter the following information:

• Activity type: set this to Incident if you want to create a new incident

• Name: give your incident a name that helps you (and all the incident handlers) to easily locate your incident later on

• Description: enter a short description or a summary that identifies your incident quickly and uniquely

• Detailed description: provide a detailed problem report in this field; incident handlers typically expect information like a detailed expansion of the summary, steps to reproduce/avoid, expected/actual results, useful/related observations, etc. If appropriate, make use of the HTML feature to add explicit structure; this makes your incident report easy to skim (you can start the HTML editor by clicking on the small icon [HTML] located just above the input field)

• Scheduled start: enter a scheduled start date/time if appropriate (clicking on the calendar icon will open the pop-up calendar for easy selection of a date/time)

• Scheduled end: enter a scheduled end date/time if appropriate

• Due by: enter a due by date/time if appropriate

Complete the creation of a new incident by clicking the button [OK] (click the button [Cancel] to dismiss your entries).

The result of the operation New Activity contains 2 links; one allows you to quickly navigate to the newly created incident, the other enables you to load the newly created incident in edit mode so that you can enter additional information.

Navigate to the newly created incident (by clicking the appropriate link contained in the result of the operation New Activity) so that you can inspect the incident. Verify that the State of the incident is N/A as it should be for newly created incidents and that you are listed as Reporting Contact:

If you wish you can edit the incident to change settings like priority, severity, add product-related information, link the incident to a support contract, etc. In the tab Details you can enter additional information regarding expected effort and related to billing: