Incident Management (Ticket Incidents)

moduleIT Service Management (ITSM) type Updated 27 Oct 2026

Introduction

Ticket Incident allows you to record and manage significant events that disrupt or affect a service, department, or business operation. It helps you maintain a complete record of an incident, from the time it occurs until the investigation and follow-up activities are completed.

Using this section, you can:

Record Incidents: Document important events, including when and where they occurred and which services or business operations were affected.
Assess Impact: Record the impact of an incident on business operations, including financial losses, manpower loss, and service disruptions.
Classify and Prioritise Incidents: Categorise incidents and assign priorities based on their severity and business impact.
Link Related Tickets and Devices: Associate incidents with relevant tickets or devices to maintain a complete record of the issue.
Perform Root Cause Analysis (RCA): Investigate why the incident occurred and identify the underlying cause.
Document Corrective and Preventive Actions: Record the actions taken to resolve the incident and prevent similar incidents from happening again.
Maintain Incident History: Keep a record of incident details, timelines, findings, and follow-up activities for future reference and reporting.

These features help your organisation understand the causes and consequences of incidents, measure business losses, improve decision-making, and prevent similar issues from recurring.

Navigation: Sidebar › Ticket › Ticket Incident

Ticket Incident Navigation

Viewing the Ticket Incident List

Open Ticket Incident to review existing incidents. Use Search to locate a record, Filter to narrow the list, and Refresh to reload the results. The table can be wider than the visible area, so use the horizontal scrollbar to review additional columns.

Ticket Incident list

_{Figure: Ticket Incident list} _{Figure: Ticket Incident list — extended columns} _{Figure: Ticket Incident list — extended columns}

Ticket Incident list columns

Column	Description
ID	Unique identifier for the incident.
Subject	Short title used to identify the incident.
Company	Company associated with the incident.
Tickets	Count or references for tickets linked to the incident.
Department Impacted	Department affected by the incident.
Creator	User who reported or created the incident.
Problem Category / Sub Category	Classification selected for the incident.
Priority	Priority assigned to the incident.
Financial Loss Amount / Man Hour Loss	Recorded financial impact and work-hour loss.
Created At / Updated At	Record creation and last-update timestamps, when shown in the extended list.
Actions	View, edit, and delete controls for each incident row.

Creating or Editing an Incident

Create a new incident from the Ticket Incident list. Required fields are marked with an asterisk (*) in the form.

Step 1 → Open Ticket Incident and click Add Incident. The Add New Incident window opens with the Basic tab selected. Ticket Incident Add Button

Step 2 → Select the Company, Department Impacted, and Incident Reported By user.

Step 3 → Enter the incident start and end date/time when available, then select the Problem Category and Priority.

Step 4 → Set whether the incident breached the SLA, enter the Service Impacted and Subject, and choose the Location. Select an Internal Place or related Ticket Number when applicable.

Step 5 → Review the Incident Status. Enter the Financial Loss Amount and Man Hour Loss, then provide the incident Content.

Step 6 → Open the Incident Management tab and complete the RCA, Why Incident Happened, and Preventive Measure Taken fields as applicable.

Step 7 → Click Save to store the incident. To discard the form, click Close or the X icon.

Add New Incident — Basic details

_{Figure: Add New Incident — Basic details}

Incident basic details fields

Field	Description
Company*	Company for which the incident is being recorded.
Department Impacted*	Department affected by the incident. Departments are configured under Header > Config > Departments.
Incident Reported By*	User who reported the incident.
Incident Start Date & Time / End Date & Time	The date and time the incident started and ended, if known.
Problem Category* / Priority*	The problem category (configured under Sidebar > Ticket > Problem Category) and the priority used to classify the incident.
SLA Breached	Indicates whether the incident breached an SLA.
Service Impacted* / Subject*	The service affected by the incident, and a short title used to identify it.
*Location / Internal Place**	Location and more specific internal place associated with the incident.
Ticket Number	Related ticket reference, if applicable.
Incident Status	The current status of the incident: Opened or Closed.
Financial Loss Amount* / Man Hour Loss*	Estimated financial loss and effort lost on the incident.
Content*	Detailed incident description or supporting notes.

Completing Incident Management Details

Use the Incident Management tab to record the analysis and actions associated with the incident.

Step 1 → Open the Incident Management tab in the incident form.

Step 2 → Enter the Root Cause Analysis (RCA) and explain why the incident happened.

Step 3 → Record the preventive measures taken to reduce the likelihood of recurrence.

Step 4 → Click Save to store the incident.

Add New Incident — Incident Management tab

_{Figure: Add New Incident — Incident Management tab}

Incident management fields

Field	Description
RCA	Root cause analysis for the incident.
Why Incident Happened	Explanation of the circumstances or causes that led to the incident.
Preventive Measure Taken	Actions taken or planned to help prevent recurrence.

Filtering Incidents

Step 1 → On the Ticket Incident list, click Filter.

Step 2 → Select one or more criteria, such as RCA status, Status, Priority, Department, Problem Category, Sub Category, Creator, or SLA Breached.

Step 3 → Click Apply Filter to view matching incidents. Use Clear to remove selected criteria and return to the broader list.

Ticket Incident filter options

_{Figure: Ticket Incident filter options}

Incident filter options shown

Filter	Purpose
RCA Status	Narrow the list by RCA status.
Status	Filter by incident status.
Priority	Filter incidents by priority.
Department	Show incidents associated with a selected department.
Problem Category / Sub Category	Filter by problem category and subcategory.
Creator	Show incidents created by a selected user.
SLA Breached	Filter incidents according to the SLA-breach setting.

Viewing Incident Details

Select the View action for an incident to inspect its recorded details, impact, linked tickets, and incident-management information.

Step 1 → Locate the incident in the list and click its View (eye) icon. Ticket Incident View Icon Step 2 → Review the company, ticket references, affected department, creator, priority, location, category, incident dates, service impact, and SLA-breach information.

Step 3 → Review the Content, RCA, Why Incident Happened, and Preventive Measure Taken sections as needed.

Step 4 → Use the print control, if required, to print the displayed incident details.

Ticket Incident details view

_{Figure: Ticket Incident details view}

Managing Existing Incidents

Edit an incident

Step 1 → Find the incident in the Ticket Incident list and click the Pencil (Edit) icon. Ticket Incident Edit Icon Step 2 → Update the basic or incident-management details as required, then save the changes. Ticket Incident Edit Form

Delete an incident

Step 1 → Locate the incident and click the Trash (Delete) icon in the same row. Ticket Incident Delete Icon Step 2 → Review the confirmation prompt and confirm deletion only if the record is eligible for removal. Ticket Incident Delete confirmation pop-up Ticket Incident Delete Successful pop-up