Creating an Incident with ITSM4Outlook

When receiving an email that reports an incident, instead of having to translate it to the BMC Remedy web interface, with ITSM4Outlook you can directly generate the incident from Outlook.

There are different ways to create a ticket. First, you can simply click on the “New Incident” button available in the ITSM menu of your Outlook. By doing so, you will access the “Create incident” menu where you will be required to fulfil different fields to categorize and assign the incident. The second way to create a ticket is by doing a right-click on the email and by selecting the option “Create Incident”. You will access the same previous menu.

From there, you can:

1. add notes about the reported incident or request
2. indicate the type of service affected by the incident
3. Define the impact and urgency of the incident
4. Classify the type of incident or department affected
5. And you can assign the ticket to yourself

Once the information is validated, the ticket will be generated and several things will occur. First, the ID of the incident will be automatically added to the subject of the email in order to facilitate tracking and searching of the incident. The ticket will appear in your ITSM Service Today panel where you will see that the source email has been automatically attached in the work log. From this section you can perform a lot of different actions that will be shown in another tutorial.

By default, when creating a ticket, the Sender will be set as the Customer. If you want to use someone else from the recipient list as a Customer, simply right-click on the contact in the list and select “create incident on behalf”. In this case, the sender will be set as Contact instead of Customer.

As you can see, with ITSM4Outlook, you will no longer waste your time or lose information, from transferring and translating an IT request from Outlook to BMC Remedy. Everything is at hand, in a simple click.