Configure and maintain service management - Monitoring and Operating a Private Cloud - page 270

FIGURE 4-21 Apply template

Using the Incident form, shown in Figure 4-22, you can then configure the following
additional settings:
■ Affected User Which user is affected by the incident.
■ Alternate Contact Method

4.

Alternate method of contacting the affected user,

such as telephone number.
■ Title Name for the incident.
■ Description Description of the incident.
■ Classification Category Allows you to classify the problem. Service Manager
supports the creation of custom categories.
■ Source Shows how the incident was entered into Service Manager. Manual inci-
dent creation is usually through the Service Manager console.
■ Impact Incident impact rating.
■ Urgency Incident urgency rating.
■ Support Group Shows which support group is responsible for the incident.
■ Assigned To IT Professional who the incident has been assigned to.
■ Primary Owner

Primary incident owner.

■ Escalated

Allows you to specify if the incident is escalated.