create_incident
Create a permanent incident record, after verifying no similar active incident exists to prevent duplicate tickets.
Instructions
Log a NEW incident. Creates a permanent record; do not call speculatively.
Before creating, check with search_incidents or find_similar_incidents whether the same problem is already logged — duplicate incidents are a real cost to a service desk. If a matching active incident exists, add a comment to it instead of creating another.
Args: short_description: one-line summary. Required. description: fuller detail including symptoms, timing and scope. caller: name of the person reporting it; must be a known user. category: one of hardware, software, network, database, inquiry. impact: 1 high (whole site/service), 2 medium (a department), 3 low (one person). Default 3. urgency: 1 high, 2 medium, 3 low. Default 3. cmdb_ci: the affected configuration item name if known. assignment_group: routing group; defaults to Service Desk.
Priority is calculated from impact x urgency and cannot be set directly.
Input Schema
| Name | Required | Description | Default |
|---|---|---|---|
| caller | No | ||
| impact | No | 3 | |
| cmdb_ci | No | ||
| urgency | No | 3 | |
| category | No | ||
| description | No | ||
| assignment_group | No | ||
| short_description | Yes |
Output Schema
| Name | Required | Description | Default |
|---|---|---|---|
| result | Yes |