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Create New Resolved Incidents (Remedy Classic View)

Let's say you've just had an interaction with a client, and the issue was resolved. Here's how to create a record for your interaction.

This article applies to: Remedy

  1. From the Overview Console, just under Console List, click Create.
  2. In the Select Request Type dialog box that opens, for Request Type select Incident, then click Select.
  3. For Customer, enter the NetID of the customer. Use the Return key on the keyboard to auto-fill customer data fields. (See the section below on Creating a New Customer if your customer does not have a NetID.)
  4. Enter a Summary – a brief but informative description of the incident similar to an email subject.
  5. Enter Notes - a fuller description of the problem. Good summaries can make notes unnecessary in certain situations. Notes are like the body of an email.
  6. Select the appropriate Service using the drop-down list.
  7. Use the Assignee drop-down list to select the assignee. This must be you, as only the assignee may set the incident status to "resolved."
  8. Set Status to Resolved and set Status Reason to No Further Action Required.
  9. Enter a Resolution - an explanation of how the incident was resolved.
  10. Click the small Classification tab on the upper-right portion of the page.
  11. Under Operational Categorization, use the drop-down menus to select an operation category that best describes the incident.
  12. For Product Name, enter the name of the product then press Enter on your keyboard.
  13. Click Save.

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