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Quick Reference Guide: Incident Management

Number of views : 2
Article Number : KB0014395
Published on : 2019-01-24
Last modified : 2020-05-06 21:51:30
Knowledge Base : ServiceNow - Public Self Help

A quick reference guide for fulfillers using ServiceNow for incident management.

 

Creating and Resolving an Incident:

  1. Login to ServiceNow (https://ut.service-now.com)
  2. In left navigation menu click on Incident > Create New
  3. Populate all required fields (marked with *) and set state to Work in Progress
  4. Suggested possible solutions (knowledge articles) and services will be populated by the content entered in Short Description
  5. Click Save or Submit
  6. Keep track of work in Additional Comments and Work Notes found on the Notes tab
  7. On completion of the Incident, select Resolve Incident and complete required fields
  8. Resolved Incidents will automatically close after 5 days if customer does not inquire further Assigning and

 

ServiceNow Fulfiller Basics Training Video

 

Escalating an Incident:

  1. Tickets can be assigned to Assignment Groups as needed
  2. Assigned team will receive an email notification and can access the Incident in My Groups Work module
  3. A member of the Assignment Group can delegate or take ownership of the ticket by selecting a user name in Assigned To
  4. Once a ticket has an individual assignee, it is visible in My Work module
  5. The assignee should review the Incident and set state to Work in Progress or one of several Pending States

 

 Creating and Resolving an Incident: 

  1. New Contact received via phone, email or self-service website (visible in Service Desk > My Groups Work)
  2. Enter new phone call as Contact at Service Desk > Contacts > New Contact
  3. Review Contact and designate as either an Incident or a Request under Ticket Type
  4. Self-assign the Contact form and click Submit to open a Request or Incident from that Contact
  5. Complete the Incident form and set state to Work in Progress
  6. Resolve issue or set state to Assigned to escalate it to another Assignment Group
  7. Assignment Group will receive an email notification and the Incident will appear in My Groups Work
  8. A group member will assign the Incident to an individual which will then be visible in My Work module
  9. Assignee will see the Incident in My Work and should set state to Work in Progress, or one of several Pending States
  10. Keep track of work in Additional Comments and Work Notes found on the Notes tab
  11. Incident can be re-assigned as needed
  12. On completion of the Incident, select Resolve Incident and complete required fields (marked with *)
  13. Resolved Incidents will automatically close after 5 days if customer does not inquire further 

 

Download printable version

 

 

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