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Assign and update incidents

Assign and update incidents

After an incident is added, it is reviewed to ensure that it is properly categorized and prioritized.

Before you begin

Role required: Itil, itil_admin, or admin

About this task

When you view an incident, you can see whether another user or users are viewing or updating the incident at the same time. For more information, see User presence.

Procedure

  1. To view incidents, navigate to Incidents and click the type of incident list to view.
    For example, click Open-Unassigned to see the list of incidents that do not have anyone working on them.

    The Incident list view displays several columns, including Number, Category, Priority, Incident state, and Assigned to. You can personalize the list to add more columns. For example, to see who resolved the incident, add Resolved by.

  2. (Optional) To filter the list, use a quick filter or create a more detailed filter query.
    For example, you can filter for all high-priority or critical incidents.
  3. Open the incident to assign or update and perform any of the following actions.
    OptionDescription
    Assign a group Click the lookup icon beside Assignment group and select the group. Selecting an assignment group narrows down the selection of users you can assign. Only members of the group are available.
    Note: The sys_user_group read ACL calls the SNCRoleUtil function. The function checks to see whether the group being reviewed contains either the admin role or security_admin role. The function allows the user to view the group only if the user has the same role. As a result, an itil user cannot assign an incident to a group that has the admin role or security_admin role. Nor to one whose parent has the role.
    Assign a user Click the lookup icon beside Assigned to and select the user. If the Assignment group changes, the Assigned to field is cleared.
    Note: This feature is available only for new instances, starting with the Jakarta release.
    Categorize the incident Select values from the Category and Subcategory fields, as appropriate.
    Change the Impact or Urgency Select the Impact or Urgency values based on your organizational guidelines. Changes to these fields can update the Priority field based on incident data lookup rules.
    Add a configuration item (CI) Configuration items identify the service or item that is experiencing trouble.
  4. Click Update.