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Book Contents

Book Index

Incident and Service Request Implementation


Describes the basic implementation of OOTB CSM Incidents/Service Requests.


User (anyone who can log an Incident or Service Request).


User with rights to log Incidents and Requests:

  • Service Desk Level 1 Security Group (or equivalent/above).


  • Implement Security:
    • User and Customer Profiles.
  • Implement e-mail (required for e-mail correspondence and notifications).
  • Implement Automation Processes (required for automations):
    • Ensure that the Automation Process Server is running.
    • (Optional) Enable Incident Automation Processes.


  • Learn about OOTB Incidents and Service Requests.
  • Log an Incident using the OOTB workflow and forms.
  • Explore ideas for tailoring the OOTB Incident workflow and forms.


  • You are using the OOTB Incident workflow and forms.
  • You are using the OOTB SLAs and Priority Matrixes.

Related Documentation

Incident Management in the online help.

In This Section

About Incidents and Service Requests

Log an Incident

Incident Design Ideas


See Also



Getting Started

Security Implementation

E-mail Implementation

Automation Process Implementation

Service/Service Catalog Implementation

Problem Implementation

Configuration Management Database (CMDB) Implementation

Change Implementation

Knowledge Article Implementation

Customer Portal Implementation

Migration from Development to Production