---
schema_version: "1"
id: cbd031797837dd21dceaafc4169b48713a13823098897887b597e1771699909a
title: Configure Incident Management for IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_inc_config_inc.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_config_inc.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e056d3ccfc006f056be8abf691cc7385c93521069885f47ec2540c3805ca3fa2
description: Incident Management provides faster issue resolution and accurate tracking, helping your support team maximize efficiency. Configure this feature along with additional components to get started.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Configure Incident Management for IT Services

Incident Management provides faster issue resolution and accurate tracking, helping your support team maximize efficiency. Configure this feature along with additional components to get started.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d75896e74">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d75896e74 ">To set up incidents:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d75896e74 ">View Setup and Configuration</td>

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![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_tip.png)

Tip To track your progress, after you complete each setup task, select the checkbox next to it.

1. Go to Salesforce Go and search for Incident Management.
2. Search for and select **Incident Management**.
3. Click **Get Started**.
4. Turn on Incident Management:
    
    1. In the Turn on Incident Management section, click **Turn On**.
    2. Click **Confirm**.
    
    After you turn on Incident Management, these settings are enabled by default. Click Review to see the details:
    
    - Field Validations: Apply default validations on incident records to check whether specific fields are populated and to restrict or allow users to modify values.
    - Automatically Close Child Incidents: Automatically close associated child incidents when a parent incident is closed.
        
        If the incidents need to stay open for additional investigation, associate the incident as Similar, and not as a child incident. For more information about associating incidents to other records, see [Manage Incidents for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_manage_inc.htm&release=264.0.0&type=5 "Create and manage incident records reported by employees or the incident records created from emails, voice, and chat conversations. Track, investigate, and resolve issues, and link incidents to related records, such as problems and change requests.").
    
    - Email-to-Incident: Convert incoming emails into incident records. See [Configure Email-to-Incident for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_configure_email_to_incident.htm&release=264.0.0&type=5 "Automatically convert incoming emails into new incident records, manage threaded email conversations, and send email responses directly from the incident record. Configure how incoming email content is rendered, which senders are accepted, and how processing errors are handled.").
5. To customize the page layout for incident, in the Add Components, Fields, and Actions to Lightning Record Pages section, click **Manage**.
    
    See [Customize the Incident Page Layout and Record Page for IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_customize_inc_pg_layout.htm&release=264.0.0&type=5 "Customize the incident page layout and configure the record page to capture important details for Incident Management.").
6. To define rules that set incident priority based on its impact and urgency, in the Configure Rules for Automatic Incident Priority section, click **Configure**.
    
    See [Configure Automatic Priority Assignment for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_priority_matrix.htm&release=264.0.0&type=5 "Simplify decision-making and speed up record creation by automatically defining priority for incidents, problems, and change requests based on their urgency and impact. Handle critical issues faster and track service-level agreements (SLAs) more easily.").
7. To define response and resolution times based on incident impact and urgency to help fulfillers prioritize effectively, in the Define SLAs to Prioritize Incidents section, click **Go to Feature Page**.
    
    See [Routing and Assignment for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_routing.htm&release=264.0.0&type=5 "Use Omnichannel Routing and Assignment Rules to efficiently route records to your IT support teams and reduce manual effort. Automate the process of assigning incoming records to the right queue or representatives and improve overall response times.").
8. To get accurate data about an incident from its related configuration item, in the Create Configuration Items in CMDB section, click **Go to Feature Page**.
    
    See [Configuration Management Database and Discovery](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_discovery_overview.htm&release=264.0.0&type=5 "Unify and manage your IT environment with Salesforce Configuration Management Database (CMDB). Centralize configuration item data across systems, devices, and services to create a single source of truth for asset management. Use CMDB to visualize dependencies, assess service impact, track changes, and drive faster, more informed IT decisions. Automate the detection and tracking of IT assets across your enterprise using Discovery. Reduce manual effort, improve accuracy, and speed up operations by using agentless and agent-based scanning in Discovery.").
9. To monitor the progress of incidents assigned to fulfillers, click **Go to Dashboards**.
    
    See [Incident Management Dashboards for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_incident_management_dashboard.htm&release=264.0.0&type=5 "Get actionable, role-based analysis to track and manage your incident process more efficiently. The Incident Manager Dashboard provides a high-level overview for supervisors, while the Incident Fulfiller Dashboard gives fulfillers the data they need to manage their assigned work and prioritize effectively.").
10. To engage with subject matter experts on Slack to resolve incidents in real time, in the Swarm on Incidents with Experts in Slack section, click **Go to Feature Page**.
    
    See [Slack for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack.htm&release=264.0.0&type=5 "Boost productivity and streamline IT services by embedding key workflows in Slack. Deliver significant value for your business by deflecting tickets, improving resolution times, and increasing overall IT operational efficiency. Employees can get instant, guided self-service and can effortlessly report issues or request services without leaving their workflow. Fulfillers can triage tickets, collaborate in swarm channels, and manage records in real time from a unified workspace.").
11. To support fulfillers and managers by autonomously resolving incidents with the help of agents, in the Build Agents to Support Incident Resolution section, click **Go to Feature Page**.
    
    See [Agentforce for IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce.htm&release=264.0.0&type=5 "Agentforce for IT Service automates workflows for employees, IT teams, and release managers. Employees can request catalog items, report issues, and track tickets. IT teams can investigate and resolve issues through real-time collaboration and expert swarming.").
12. Set up optional features, such as AI-powered incident processing:
    - To automatically assign incidents to the appropriate owners with Einstein, in the Let Einstein Assign Incidents section, click the toggle to turn on the feature. See [Einstein for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein.htm&release=264.0.0&type=5 "Einstein automates IT service management. Generate problem records from incidents, and draft change requests based on current record data. Use AI to route records to the appropriate queue, and use prompt templates to draft contextual knowledge articles. Streamline configuration tasks by linking affected configuration items (CIs).").
    - To automatically convert chat or voice to incidents, in the Report Incidents from Chat or Voice Using AI section, click the toggle to turn on the feature. See [Configure Voice and Chat to Incident for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_config_voice_and_chat_to_inc.htm&release=264.0.0&type=5 "Create incident records directly from live conversations or messaging sessions to capture customer data efficiently.").
    - To automatically triage and categorize incidents for prioritization and routing, turn on **Automatically Triage Incidents**. See [Set Up Automated Incident Triage for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_setup_inctriage.htm&type=5&language=en_US).