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Incident Management process

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Incident Management process

ServiceNow Incident Management supports the incident management process with the ability to log incidents, classify by impact and urgency, assign to appropriate groups, escalate, resolve, and report.

Any user can record an incident and track it until service is restored and the issue is resolved. Each incident is generated through various methods as a task record that contains pertinent information. Incidents can be assigned to appropriate service desk members, who document the investigation and resolve the task. After the incident is resolved, it is closed.

Any user can log an incident within the system using the following methods.

Logging an incident

Location Process
Service desk call or walk-in Service desk (ITIL) agents can log incidents from the Create New module in the Incident application, or by selecting New from the Incident list.
Service catalog ESS users can use the Create a New Incident record producer in the service catalog.

This record producer sets the Contact Type field of the resulting incident to Self-Service.

Email An email addressed to the instance mailbox can create an incident according to inbound email actions.
Note: If Security Incident Response plugin is activated, you can click the Create Security Incident button on the New Incident form to create a security incident from the currently displayed incident.

ESS users can view the incidents they have opened. By default, the Watch list, State, and Urgency fields are available on the ESS view of the Incident form. ESS users can update the Watch list and Short Description fields, and enter Additional comments. The administrator can configure other fields to be editable.

Users who don't have the itil role can view incidents if they opened the incident, are the caller, or are included in the watchlist. The <incident query> business rule controls this function.

The incident alert management application allows you to manage communications around high-priority incidents. For more information, see Incident Alert Management.

Generating incidents

In addition to having users log incidents, they can be automatically generated from pre-established conditions. Business rules use JavaScript to generate an incident after a certain series of conditions has been met. For more information, see Business rules .

It is also possible to generate incidents from outside the platform with SOAP messaging. For more information, see SOAP messaging .