Manually Created Incidents
Manually created incidents are those created by analysts in response to a service event. They could be creating the incident in response to a help desk call, an email from an end user, or an observed service outage.
For example, suppose a help desk analyst receives a report from an end user named Kim who is unable to access a server named WEBSERVER. The analyst wants to create a new incident to resolve the issue. To create a new incident, complete the following steps:
1. Launch the Service Manager console.
2. In the Search field in the upper-right corner of the console, enter WEBSERVER.
3. From the Search pull-down menu, select Windows Computer (as shown in Figure 15.6).
Figure 15.6 Searching for a computer.
4. A ...
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