{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":31571,"path":"it-operations-management/service-reliability-management/sr-incidents-workspace.md","title":"SRM incidents","bundle":null,"doc_type":null,"release":"australia","body":"\n# SRM incidents\n\nTrack and collaborate on incidents in the Incidents tab, helping you and your teams resolve issues efficiently.\n\nThe Incidents tab appears in the Service Reliability Management \\(SRM\\) Reliability tasks page. Its top header shows description information, tags, priority information, state, service, and assignment group.\n\n**Note:** Tags are imported from third-party integrations and attached to incidents. However, you can also create tags to categorize data and drive system logic using the Tag icon \\[Omitted image \"icon-sr-tag.png\"\\] Alt text: Tag icon. For more information on creating and viewing tags, see [Manually create SRM tags](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-operations-management/service-reliability-management/sr-create-tags.md).\n\nWhen selecting an incident, you're taken to an overview. This section contains three content panels: Summary, Activity, and Recommended actions.\n\n**Note:** When an editable field is updated, notifications are sent based on user notification preferences.\n\nIn the Impact Summary, you find the following information:\n\n|Field|Description|\n|-----|-----------|\n|Configuration item|Name of and link to the configuration item associated with this incident.|\n\n|Field|Description|\n|-----|-----------|\n|Configuration item|Name of and link to the configuration item associated with this incident.|\n|Managed by|Team responsible for the incident.|\n|Owned by|Incident owner.|\n|Approval group|Team responsible for approvals.|\n|Location|Geographical location of the incident if defined.|\n|Operational status|Status of the incident.|\n|Manually added.|Whether this incident was manually added or the result of an error budget policy.|\n\n\n
\n\nField\n\n\n\nDescription\n\n
\n\nShort description\n\n\n\nBrief description of the incident.\n\n
\n\nDescription\n\n\n\nDetailed description of the incident.\n\n
\n\nNumber\n\n\n\nIncident identifier.\n\n
\n\nImpact\n\n\n\nImpact is a measure of the effect of an incident on business processes. Choices are:\n\n- 1 - High\n- 2 - Medium\n- 3 - Low\n\n
\n\nAssignment group\n\n\n\nTeam assigned to the incident.\n\n
\n\nPriority\n\n\n\nPriority is based on **Impact** and **Urgency**, and it identifies how quickly the incident should be addressed. Choices are:\n\n- High Impact = Critical Priority\n- Medium Impact = High Priority\n- Low Impact = Moderate\n\n**Note:** See Priority Data Lookup rules below.\n\n
\n\nCategory\n\n\n\nCategory of the incident. Choices are:\n\n- Inquiry/Help\n- Software\n- Hardware\n- Network\n- Database\n\n
\n\nUrgency\n\n\n\nUrgency is a measure of how long the resolution can be delayed until an incident has a significant business impact.\n\n
\n\nService\n\n\n\nAffected service associated with the incident. You can edit this field from a list menu.**Note:** When you set a service, and that service has an assigned team, the assigned team of that service is automatically assigned to the incident.\n\n
\n\nSeverity\n\n\n\nImported severity on the incident. Values P1–P5.\n\n
\n\nConfiguration item\n\n\n\nAsset associated with the incident.\n\n
\n\nAssigned to\n\n\n\nIndividual responsible for resolving the incident.\n\n
\n\nState\n\n\n\nState of the incident. The state moves and tracks incidents through several stages of resolution.Choices are:\n\n- New\n- In Progress\n- Ob Hold\n- Resolved\n- Canceled\n\n
\n\nWatch list\n\n\n\nIndividuals interested in the incident. Subscribes them to notifications according to their preferences.\n\n
\n\nResolution code\n\n\n\nCode associated with the resolution.Choices are:\n\n- None \\(default\\)\n- Duplicate\n- Known error\n- No resolution provided\n- Resolved by caller\n- Resolved by change\n- Resolved by problem\n- Resolved by request\n- Solution provided\n\n
\n\nResolution notes\n\n\n\nDetailed information on the resolution. Resolution notes are posted to the **Activity** timeline.\n\n
**Note:** Priority is calculated according to the following sample data lookup rules:\n\n|Impact|Urgency|Priority|\n|------|-------|--------|\n|1 - High|1 - High|1 - Critical|\n|1 - High|2 - Medium|2 - High|\n|1 - High|3 - Low|3 - Moderate|\n|2 - Medium|1 - High|2 - High|\n|2 - Medium|2 - Medium|3 - Moderate|\n|2 - Medium|3 - Low|4 - Low|\n|3 - Low|1 - High|3 - Moderate|\n|3 - Low|2 - Medium|4 - Low|\n|3 - Low|3 - Low|5 - Planning|\n\nWhen a service is deleted, its integrations, alerts, incidents, and automations are removed. Deleting a service isn't a recoverable action so consider deactivating the service instead.\n\nThe Related Records tab contains any alerts associated with this incident.\n\n**Note:** All field values are imported from the related records and aren't editable from SRM.\n\n|Field|Description|\n|-----|-----------|\n|Number|Identifier for the related incident.|\n|Short description|Brief description of the related incident.|\n|Priority|Priority of the related incident.|\n|State|State of the related incident.|\n|Assigned to|Team member assigned to the related incident.|\n|Assignment group|Team assigned to the related incident.|\n|Service|Service associated with the related incident.|\n\n|Field|Description|\n|-----|-----------|\n|Number|Identifier for the related alert.|\n|Severity|Severity of the related alert.|\n|Short description|Brief description of the related alert.|\n|Acknowledged|Whether the related alert has been acknowledged or not.|\n|Assigned to|Team member assigned to the related alert.|\n|Configuration item|Asset associated with the related alert.|\n|Parent|Primary alert associated with the related alert.|\n\n|Field|Description|\n|-----|-----------|\n|Number|Identifier for the related changes associated with this incident.|\n|Short description|Brief description of the related changes associated with this incident.|\n|Type|Type of the recent changes associated with this incident.|\n|State|State of the recent changes associated with this incident.|\n|Planned start date|Date and time to begin changes associated with this incident.|\n|Planned end date|Date and time to begin changes associated with this incident.|\n|Assigned to|Team member responsible for the change request associated with this incident.|\n\n|Field|Description|\n|-----|-----------|\n|Short description|Brief description of the change request associated with this incident.|\n|Type|Type of the change request associated with this incident.|\n|State|State of the change request associated with this incident.|\n|Planned start date|Date and time to begin change request work associated with this incident.|\n|Planned end date|Date and time change request work associated with this incident ended.|\n|Assigned to|Team member responsible for the change request associated with this incident.|\n\n**Postmortem tab**\n\nAbout Postmortem owner:\n\n- If a Scribe has already been chosen in the Collaboration panel Responders list, they're automatically made the owner.\n- If there's more than one scribe, the first one assigned is chosen. Otherwise, you can select an owner from the list menu.\n- If a new scribe is added or an existing user persona is changed to Scribe, that user is made the owner.\n- If you manually remove an owner, no new owner is automatically selected.\n\nUse the drag-and-drop feature to edit postmortem sections. You can exclude sections from PDFs, delete sections, or reorder sections.\n\nTo add new sections, select the **Add** icon \\[Omitted image \"icon-sr-add.png\"\\] Alt text: Add icon..\n\n**Compose** panel\n\nWork notes are added to the Activity timeline automatically. Visible to responders and above. Add comments using the **Compose** text box.\n\nComments are added to the Activity timeline automatically. Visible to everyone in SRM.\n\n**Activity** section\n\nStream that contains all the system activity, and resolution notes. You can filter, sort, expand or collapse all posts using the header icons. \\[Omitted image \"icon-sr-activity-header.png\"\\] Alt text: Header icons.\n\n**Note:** The filter option includes **Post types**, **Field changes**, and **Filter sets**. All choices are selected by default. Flagged entries are either all or none.\n\n\\[Omitted image \"sr-incident-timeline-options.png\"\\] Alt text: Activity section showing selected filters\n\n**Actions** panel\n\n**Note:**\n\nThe **Notifications**, **Agent assist**, **Expert on-call**, and **Email templates** panels aren't currently supported in SRM.\n\n**Attachments** section\n\nOpen the **Attachments** section using the Attachment icon \\[Omitted image \"icon-sr-attachment.png\"\\] Alt text: Attachment icon.\n\nOn the **Attachments** section, you can initially **Browse** your local hard drive for files.\n\nOnce you have added attachments, you can:\n\n- Search for an attachment based on its name or extension\n\n **Note:** You must have two or more attachments to search.\n\n- Upload a new attachment using the \\(\\[Omitted image \"icon-sr-add.png\"\\] Alt text: Attachments\\) icon.\n- Download, remove, or rename existing attachments using the More actions icon \\(\\[Omitted image \"icon-more-options.png\"\\] Alt text: More actions icon.\\).\n\n**Template** section\n\nOpen the **Template** panel using the Template icon \\[Omitted image \"icon-sr-template.png\"\\] Alt text: Template icon.\n\n**Note:** Existing templates are displayed, but creating templates isn't available in SRM.\n\n**Collaboration** panel\n\nDisplays the available Zoom meetings, Microsoft Teams, or Slack channels to start or join.\n\nTo start or join a Zoom meeting:\n\n**Note:** The Zoom integration and recognized IDs must be active in your instance. If Start Channel is unavailable, contact your administrator.\n\n1. Select **Start Zoom**.\n - A meeting pop-up appears.\n - Add participants.\n - Select **Create Meeting**.\n - The meeting is created, invitations are sent, and you join the meeting.\n\n **Note:** Any issues found when starting a meeting are shown in a banner message.\n\n2. Select **Join Meeting**\n - **Sign in** to your Zoom account.\n - You join the Zoom meeting.\n\n1. Select **Start Channel**.\n - Sign in to your Microsoft Teams account.\n - Select **Create**. You are redirected to the Microsoft Teams application.\n - Back in the Collaboration column, the **Join Channel** button is activated.\n\n **Note:** Any issues found when joining a channel are shown in a banner message.\n\n2. Select **Join Channel** in the Collaboration panel in SRM.\n3. Sign into your Microsoft Teams account.\n\n You are taken to the channel in Microsoft Teams.\n\n\nStart or join a Slack channel:\n\n**Note:** The Slack integration and recognized IDs must be active in your instance. If Start Channel is unavailable, contact your administrator.\n\n1. Select **Start Slack**.\n - Add participants in the Create a Slack channel pop-up.\n - Select **Create**. You are redirected to the Slack application.\n - Back in the Collaboration column, the **Join Slack** button is activated.\n\n **Note:** Any issues found when starting a channel are shown in a banner message.\n\n2. Select **Join Channel** in the Slack application window.\n3. Sign into you Slack account.\n\n You are taken to the Slack channel.\n\n\n**Parent Topic:**[Exploring Service Reliability Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-operations-management/service-reliability-management/exploring-service-reliability-management.md)\n\n"}}