Creating Incidents

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Step-by-step guide to creating and managing incidents in Caelis

Creating an Incident

To create a new incident in Caelis, follow these steps:

Step 1: Access the Create Incident Form

Click on 'Create Incident' in the navigation menu or dashboard.

Step 2: Fill in Incident Details

  • Title: Provide a clear, descriptive title
  • Description: Detailed description of the issue
  • Impact: Select the business impact level (High, Medium, Low)
  • Urgency: Choose how quickly this needs to be resolved
  • Category: Select the appropriate incident category

Step 3: Priority Calculation

The system automatically calculates priority based on Impact and Urgency using the ITIL matrix.

Step 4: Submit

Review your information and click 'Submit Incident' to create the incident.

FieldHelp
Incident Title

Provide a clear, concise title that describes the incident

Example: Email server down in Building A
Required, 10-200 characters
Business Impact

Select the impact level based on how many users or business processes are affected

Example: High impact if email is down for entire company
Required selection
Urgency Level

Select how quickly this incident needs to be resolved

Example: High urgency during business hours, Low urgency for cosmetic issues
Required selection
LastUpdated: 25/08/2025 08:30
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