Guide to the Service Portal
Creating a New Incident
You will create a new incident directly from the New Incident menu on the Service Portal. The New Incident menu will contain several different fields and drop down menus for you to fill out so let’s go over everything that you will see here! Just as a reminder, any field marked with an asterisk (*) will be required.
The first thing that you will notice is that the Requester field will automatically be filled out with your name. If you are filling out this request for someone else in your organization please click into this text box to type their name.
In addition to the Requester field, you can also add people in your organization to be cc’ed on your incident. To add people to be cc’ed on your incident go ahead and click the “Add CC” button below the Requester field.
The CC list will populate with a dropdown box of users located within your organization. Please select the people or groups that you would like to be cc’ed on your incident.
Next, you will need to fill out the title and description of your incident. Both of the fields are required to create an incident with your organization.
The Title of your incident will be a short description of your request or issue. The Description should be a summary of the issue you are having or the request that you are making. You can attach screenshots or links within the description if you choose to do so.
Once you have given your incident a title and a description, you will select a Category and Subcategory if your organization has requested this information from you. Please select a Category from the dropdown box. If you select a Category with Subcategory options, you will also need to select a Subcategory from this dropdown box when it appears. You will also be able to select a priority for your incident if your organization allows.
If your organization has permitted you to do so, you may also select a due date for your incident. Please select a date from the calendar pop up window.
The Site and Department for your incident will automatically fill with the site and department of your user account. If a site and department is not assigned to your account, please select your site and department from the dropdown window.
If your organization provides you with the option to do so, you will also see a link to attach files to your incident. If you would like attach any external files to this incident please select “Attach Files” at the bottom left hand corner of this menu.
Once you have completed filling out the information needed and selecting your options, you can hit “Create New Incident”. You will notice that you will be brought to the My Request menu where you can see your new request.
That’s all folks! Please see Our Community for any additional information about our application.
Have a question or found some issue? We would love to hear from you!