WiscIT - Using Contact Records to Create Incidents and Service Requests

This document details how to use a contact record to create a new incident or service request.

  1. Open the Contact Workspace. See WiscIT - Workspaces Overview for more information about workspaces.

  2. Click New Contact to create a new contact record.

  3. Fill out the required fields:

    • Contact Type:

      • Phone: for contact records that represent phone calls

      • Chat: for contact records that represent either a live chat session with the Help Desk or a chat in an instant messaging tool such as MS Teams

      • Onsite: for contact records that represent an in person interaction

      • External email: for contact records that represent an email that wasn't processed automatically by WiscIT.

    • Alternate Customer Contact: only required if there is no customer. Used to store the correct phone number or email to use to contact someone should it not match their information in WiscIT.

    • Subject: Brief description of the contact

    • Body: Full description of the contact

  4. Enter a Service

  5. Enter a Classification for the chosen service. Use the Magnifying Glass to show all possible choices.

  6. Click Create Parent from Classification.

  7. Based on the classification, WiscIT will open either a new incident or a new service request record with the contact information transferred into the parent fields where applicable.

  8. For incidents, it is recommended to save immediately or shortly after creating the incident so that the record becomes persistent in the WiscIT database. For service requests, see WiscIT - Creating Service Requests on Behalf of Another Person.


Keywords:
wiscit contact phone chat onsite external email incident parent classifications service request ivanti neurons 
Doc ID:
161918
Owned by:
Will C. in WiscIT
Created:
2026-06-11
Updated:
2026-06-11
Sites:
DoIT Help Desk, WiscIT - Wisconsin IT Service Manager