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    Home Orlando IT Service Management IT Service Management ITSM Agent Workspace Using ITSM Agent Workspace ITSM Agent Workspace - Incident

    ITSM Agent Workspace - Incident

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    ITSM Agent Workspace - Incident

    The Incident workspace form is similar to the default platform Incident form.

    If you want to change the view of the incident workspace form, customize the workspace view from the Incident form. For details, see Add field or related list to a workspace form.

    Figure 1. ITSM Agent Workspace — Incident
    ITSM Agent Workspace - incident
    • Create an incident in Agent Workspace

      You can create an incident record to document a deviation from an expected standard of operation.

    • Create an incident from an interaction

      Create an incident record directly from an interaction when the customer reports events that result in interruption of one or more services.

    • Create a copy of an incident in Agent Workspace

      You can create a copy of an incident to avoid having to manually enter the value of all the fields in the new incident.

    • Propose an incident to be a major incident from a workspace

      Proposing an incident as a major incident sends the request to the major incident manager to analyze the incident and accept or reject it as a major incident. Major incidents have a separate procedure with shorter timescales and urgency that is required to accelerate resolution process for incidents with high business impact.

    • Report a knowledge gap from an incident

      Report a knowledge gap when you do not find any documented appropriate resolution documented for an incident. The knowledge gap record helps the team know to create a knowledge article for the incident.

    • Create a problem record from an incident

      When the cause of an incident is an error or widespread issue, you can create a problem record to track the root cause of the issue.

    • Create a change request from an incident

      If the cause of an incident requires a change to your infrastructure or a business service, you can create a change request from the incident as part of fixing the problem.

    • Create a knowledge article from an incident in Agent Workspaces

      You can create a knowledge article from an incident in Agent Workspace to capture the troubleshooting steps and other detailed information used to resolve an issue for faster resolution of similar incidents.

    • Create an improvement initiative from an incident

      Create an improvement initiative from an incident to track and manage tasks for improving a service or process, or tasks related to the incident.

    • Delete an incident

      If you no longer need incident information, you can delete the incident. This action deletes the incident both from the ServiceNow database and from the Incident [incident] table.

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      ITSM Agent Workspace - Incident

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      ITSM Agent Workspace - Incident

      The Incident workspace form is similar to the default platform Incident form.

      If you want to change the view of the incident workspace form, customize the workspace view from the Incident form. For details, see Add field or related list to a workspace form.

      Figure 1. ITSM Agent Workspace — Incident
      ITSM Agent Workspace - incident
      • Create an incident in Agent Workspace

        You can create an incident record to document a deviation from an expected standard of operation.

      • Create an incident from an interaction

        Create an incident record directly from an interaction when the customer reports events that result in interruption of one or more services.

      • Create a copy of an incident in Agent Workspace

        You can create a copy of an incident to avoid having to manually enter the value of all the fields in the new incident.

      • Propose an incident to be a major incident from a workspace

        Proposing an incident as a major incident sends the request to the major incident manager to analyze the incident and accept or reject it as a major incident. Major incidents have a separate procedure with shorter timescales and urgency that is required to accelerate resolution process for incidents with high business impact.

      • Report a knowledge gap from an incident

        Report a knowledge gap when you do not find any documented appropriate resolution documented for an incident. The knowledge gap record helps the team know to create a knowledge article for the incident.

      • Create a problem record from an incident

        When the cause of an incident is an error or widespread issue, you can create a problem record to track the root cause of the issue.

      • Create a change request from an incident

        If the cause of an incident requires a change to your infrastructure or a business service, you can create a change request from the incident as part of fixing the problem.

      • Create a knowledge article from an incident in Agent Workspaces

        You can create a knowledge article from an incident in Agent Workspace to capture the troubleshooting steps and other detailed information used to resolve an issue for faster resolution of similar incidents.

      • Create an improvement initiative from an incident

        Create an improvement initiative from an incident to track and manage tasks for improving a service or process, or tasks related to the incident.

      • Delete an incident

        If you no longer need incident information, you can delete the incident. This action deletes the incident both from the ServiceNow database and from the Incident [incident] table.

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