This guide walks through the same areas you will see under Service management → Configuration → Incident management in the app (tabs: Enable, Impacts, Urgencies, Priorities, Statuses, Matrix). You need permission to manage incident system configuration for your tenant.
1. Create a form (or question) for intake
Incident intake is driven by a designated question or form that captures “what happened” details. Build a form in your usual Service Management / form designer flow and publish it so its status is Active. Only Active forms appear reliably in the incident intake picker alongside questions.
2. Open Incident management configuration
In the application, go to Service management, then Configuration,
and open Incident management. The in-app route is
/app/service-management/configuration/incident-management.
3. Enable and attach the intake
On the Enable tab:
- Choose whether to show “Report incident” in Service Management for internal users, and/or in the customer portal—each is a separate checkbox.
- Under Incident intake question/form, select the question or Active form you created. You must select an intake before saving enablement when either checkbox is on; the UI will remind you if it is missing.
-
Click Save enablement. The page explains that impact, urgency, service
affected, and computed priority are collected on the incident screen and stored on the ticket
under
incident.*fields.
4. Define impact labels
Open the Impacts tab. Add the impact tiers your organisation recognises (for example “User”, “Team”, “Company”). Labels drive rows in the priority matrix; rename carefully because the matrix editor tracks labels.
5. Define urgency labels
Open the Urgencies tab and add urgency tiers (for example “Low” through “Critical”). These become columns in the matrix.
6. Configure priorities
On the Priorities tab, create priority names (for example “P1”–“P4”), optional colours, and ordering. Priorities are the values each matrix cell will point to.
7. Configure the priority matrix
On the Matrix tab, set the priority for every impact × urgency combination using the dropdowns. Cell background reflects the chosen priority colour. When you are satisfied, click Save matrix. You need at least one impact, one urgency, and one priority before saving.
8. Add or import statuses
On the Statuses tab, add lifecycle labels (for example “New”, “In progress”, “Resolved”) with order and active/inactive flags. If your environment exposes the import action for example status presets, you can bulk-import from the library; otherwise create rows manually.
9. Raise an incident
After enablement, authorised users (and customers, if enabled) can use Report incident from the Service Management or customer portal experience. The intake form or question opens first; incident-specific fields and workflow behaviour then follow your wider Service Management configuration.
Context and roadmap
This workflow is basic incident management, included with Service Management and the service desk. For philosophy and product positioning, see what incident management is and how ISMSVision helps. Full Incident Management as a chargeable add-on is coming soon.