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Adding New Incidents

xAssets IT Asset Management User Guide
Tasks

Adding New Incidents

There are three ways to create a new incident record in xAssets, depending on your starting point. Choose the method that best fits your workflow.

Method 1: From the Header Bar

The quickest way to create an incident from anywhere in the system:

  1. Click New Incident in the top toolbar
  2. The incident creation form opens with blank fields
  3. Fill in the incident details (description, priority, caller, assignee)
  4. Click OK to save

Screenshot

This method creates an unlinked incident. You can link it to an asset afterwards using the Related Assets tab.

Method 2: From the Incident Management Screen

  1. Navigate to Service Desk > Incident Management
  2. Choose Create a New Incident from the Actions on Selected Records menu

Screenshot

  1. Fill in the incident details
  2. Click OK to save

This method is convenient when you are already working in the incident management area.

Method 3: From an Asset

This is the preferred method when the incident relates to a specific asset, because it automatically links the incident to that asset:

  1. Open the asset in the editing screen
  2. Create an incident directly from the asset (using the Service or Actions menu)
  3. The incident is automatically linked to the asset via a parent-child relationship

Screenshot

Required Fields

At minimum, an incident record should include:

Field Purpose
Description A clear summary of the issue
Priority The urgency level (affects escalation)
Caller The person who reported the issue
Assignee The technician responsible for resolution
Category The type of incident (hardware failure, software issue, access request, etc.)

Viewing Incident History for an Asset

Click the Show History button on the asset editing screen to toggle the display of previous incidents for that asset. This is useful for identifying assets with recurring problems that may need replacement rather than repeated repair.

Tips

  • Always link incidents to the affected asset -- this builds a service history that is invaluable for lifecycle decisions
  • Use consistent descriptions so incidents can be searched and categorised later
  • Set the priority accurately -- it drives escalation rules and dashboard ordering
  • If multiple users report the same issue, create one incident and link it to a Problem record (see Problems) rather than creating duplicate incidents
  • Tasks — the Service Desk overview and Service Entry screen
  • Completed Incidents — reviewing resolved incidents
  • Problems — linking incidents to root causes