Create Incidents

The main interface of the Service Desk appears when logged. From here, a incident can be created by pressing the button “Create Incident”.

Then, the incident creation interface appears. To fill must introduce a number of required fields. If this fields aren´t filled, the system will not allow save the document and it displays the fields which need to be introduced.

Required fields are:

• Description: Short description as a descriptive title of the incident.
• Priority: Urgency level of the incident

1 - Very high

2 - High           

3 - Medium

4 - Low

• Configuration Item: System or Application on which requires opening the request.
  To find the configuration item click on .

The following screenshot show the search criteria of the configuration ítem. All fields can be left blank and click "Search" to display all available systems, or filter by name.

If the system is SAP, the default name follows the following nomenclature: <SID> <System(ERP|BW|...)> <Environment(Development, Test, Productive)>. Note: This nomenclature will change if the customer has provided a special nomenclature for systems.If the system is NO SAP, a nomenclature provided by the customer appears.

Categories: Level incident categorization.

Category 1. The message type Service Desk is defined here:

• Change: If it refers to a change or modification. For example: Support Package Upgrade, Component update,...

• Incident: If it refers to a system problem. For example: System down, Performance problems,...
• Service Order: If it refers to a service order. For example: If the message refers to a request for a service. For example: Authorizations, Password Management…

Category 2. The type of operation assigned to incident is defined:

• Infraestructure: Hardware and Networking.

• Functional Operation: SAP functional modules incident, only for customers who have contracted this service.
• Technical Operation: Technical Support of the application. For example: the impact of SAP Basis Administration or SQL database module.
• Software B+: This category is for software related Techedge B + incidents.

Category 3 (This category depends on the Category 2):

• If the Category 2 is Infrastructure:
  • Backup.
  • Network.
  • Storage.
  • Virtualization.
  • Database.
  • Citrix.
  • Maintenance.
  • Hardware.

• If the Category 2 is Functional Operation:
  • BW: BW system.
  • ERP: ERP system.
  • CRM: CRM system.
  • SII: SII system.
  • INTEGRATION: INTEGRATION system.

• If the Category 2 is Technical Operation:
  • Create/Delete Users
  • Unlock User
  • Password Management
  • Authorizations
  • Add/Remove Printer   
  • Add/Remove Job
  • Add/Remove User
  • Transport request
  • Others

• If the Category 2 is Software B+:
  • B+ electronicInvoice
  • B+ eFolder
  • B+ CMIS Connector
  • B+ HCM Tools
  • B+ Supplier Portal
  • B+ Xpad
  • B+ Customer portal 
  • SII On Premise
  • SII Cloud

Additionally, a number of optional fields may be added, as shown below:

SAP Component: Associated SAP Component.

Description (Detailed): For the Techedge support team understand your request is advisable to introduce a detailed description that summarizes.

Attachments: Files or URL can be attached from the block “Attachments”. To do this, click on:  

When the required fields are introduced, click on button Save.

Once it is saved, a confirmation incident with the incident ID is displayed.