Work on an incident in Service Operations Workspace
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- UpdatedFeb 1, 2024
- 5 minutes to read
- Washington DC
- IT Service Management
If resolving the incident involves creating a problem, change, service request, and so on, you can create them directly from the incident record.
Before you begin
Role required: itil
Procedure
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Perform any of the following actions on the incident record page.
Option Description Create a change request Click Create change request. See Create a change request in Service Operations Workspace. Create an incident task From the drop-down next to Create incident task, click Create incident task. Create an outage From the drop-down next to Create outage, click Create outage. Create a problem From the drop-down next to Create problem, click Create problem. See Create a problem in Service Operations Workspace. Create a request From the drop-down next to Create request, click Create request. See Create a catalog request in Service Operations Workspace. Resolve the incident Click Resolve and provide the resolution code and notes. Assign the incident to you Click Assign to me. Book a walk-up appointment Click the more actions icon ( 
) and select Book Walk-up
Appointment.Compose an email Click the more actions icon ( ) and select Compose Email.Copy the record page URL to easily access the record Select the more actions icon ( ) and select Copy URL. You can then share the URL with other agents.Copy the incident Click the more actions icon ( ) and select Copy Incident.Promote the incident to major incident Click the more actions icon ( ) and select Promote to Major
Incident.Propose the incident as major incident Click the more actions icon ( ) and select Propose Major
Incident.Report knowledge gap Click the more actions icon ( ) and select Report Knowledge
Gap.Delete the incident Click the more actions icon ( ) and select Delete.View recommendations for the incident From the contextual side panel, click the recommendations icon ( 
). See Recommendation Framework in Service Operations Workspace.View record information and perform relevant actions From the contextual side panel, click the record Information icon ( 
).Click the Contact option to view the caller information such as name, location (address), email id and so on.
The following options are available based on the Assignment group and Assigned to fields of the incident.- Assign to me: When the Assignment group field is empty and the logged-in user is a member of the current assignment group.
If the logged-in user is a member of multiple assignment groups, select the required assignment group while assigning the incident.
- Assign: When the logged-in user is not a member of the current assignment group.
- Reassign
- When only the Assigned to field is populated with the logged-in user.
- When both Assignment group and Assigned to (as logged-in user) fields are populated.
If the logged-in user is a member of multiple assignment groups, the following scenarios are possible when changing the assignment group.- If the user is a member of that assignment group, the Assigned to field retains the logged-in user.
- If the user is not a member of that assignment group, the Assigned to field becomes empty.
Attach a record that helps in quick resolution of the change - From the contextual side panel, click the agent assist icon
(
). - Search for a resource and perform the required action, for example, link the change to an incident.
Reach out to experts on-call From the contextual side panel, click the experts on-call icon ( 
). See On-call support for an incident in Service Operations Workspace.View dynamic tracking of an on-call escalation From the contextual side panel, click the on-call escalations icon 
). See On-call support for an incident in Service Operations Workspace.Collaborate using Microsoft Teams From the contextual side panel, click the collaborate icon ( 
). See ServiceNow integrations with Microsoft Teams in Service Operations Workspace.Add attachments From the contextual side panel, click the attachments icon ( 
).Note: The added attachments are displayed in the activity stream in the Compose section.Create templates for reuse From the contextual side panel, click the templates icon ( 
) and create a template or reuse an existing one.Playbook From the contextual side panel, click the playbook icon ( 
) to open the playbook and execute the remedial actions on a separate panel. For more information, see Remedial actions using Playbook. - Assign to me: When the Assignment group field is empty and the logged-in user is a member of the current assignment group.
Related Content
- Create an incident in Service Operations Workspace
Track the investigation, possible solutions, and resolution of a problem for a customer.
- View and update incident information on the Overview tab
View and update the incident information, such as summary, impact, cause, and resolution, from the Overview tab. This incident information helps you analyze the issue and resolve the incident quickly.
- Viewing incident record information using the Contextual side panel
View the incident record information, such as caller details and assets, from the Contextual side panel. Use this information to help manage an incident more efficiently.
- Remedial actions using Playbook
Resolve the CI-related issues using the remedial actions using Playbook in the Investigate tab.
- Major Incident Management in Service Operations Workspace
Create and manage major incidents in Service Operations Workspace.