Incidents

This screen lets you create and track incidents for your business. If you've connected ServiceNow, incidents synced from your ServiceNow instance also show up here, though ServiceNow remains the system of record for those.

What you can do here

• Search the list using the "Search by number or description" box.
• Filter by state using the state code field (for example, entering 2 shows incidents in the In Progress state).
• Review each incident's number, short description, state, priority, assignee, and SLA due date. State appears as a colored label (New, In Progress, On Hold, Resolved, Closed, Canceled), and priority as another (Critical, High, Moderate, Low, Planning). If an incident is still open and past its SLA due date, the due date is flagged "Overdue" in red.
• Click Refresh to pull the latest incidents.
• Click New Incident to log a new incident directly in NuForce.
• If ServiceNow isn't connected yet, the empty state shows a Connect ServiceNow button that takes you to the integration setup page.
• When filters return nothing, use Clear filters to reset the search and state code.

Steps

1. Click New Incident.
2. Enter a short description (required).
3. Optionally add a fuller description: what happened, the impact, and any steps already taken.
4. Choose a priority. Moderate is selected by default. The SLA target is set automatically from priority: Critical 4 hours, High 8 hours, Moderate 24 hours, Low 48 hours, Planning 72 hours.
5. Optionally pick an assignee from your team, or leave the incident unassigned.
6. Click Create incident.

Incidents you create this way stay in NuForce. They are not pushed to ServiceNow.