1. What is an incident in ServiceNow?

An incident in ServiceNow refers to any disruption or issue reported by users that affects the normal functioning of an IT service or system. It may include service outages, hardware/software problems, or any event that hampers the workflow. Creating an incident helps initiate the process to resolve and track such issues effectively.

2. How can I access the incident creation feature in ServiceNow?

To access the incident creation feature in ServiceNow, follow these steps:
1. Log in to your ServiceNow account using your credentials.
2. Navigate to the “Incidents” module, usually located on the left-hand side menu or accessible through the Service Desk portal.
3. Click on the “Create New” button or the “+” symbol to start the incident creation process.

3. What information should I provide when creating an incident in ServiceNow?

When creating an incident in ServiceNow, it is essential to provide specific details to ensure efficient resolution. The information to include is as follows:
– Contact information: Name, email, phone number of the person reporting the incident.
– Incident category: Categorize the issue based on predefined categories (e.g., hardware, software, network, etc.).
– Impact and urgency: Specify the impact on the business and the urgency of the resolution.
– Description: Provide a detailed description of the incident, including symptoms, error messages, or any relevant information.
– Attachments: If applicable, attach any screenshots, logs, or files related to the incident.

4. How can I prioritize the urgency of an incident in ServiceNow?

In ServiceNow, incidents can be prioritized based on their urgency to ensure timely resolution. To prioritize an incident:
1. When creating the incident, review the available options for urgency levels (e.g., low, medium, high, critical).
2. Assess the impact of the incident on the affected user(s), business operations, or system availability.
3. Select the appropriate urgency level based on the impact and urgency criteria provided by your organization’s guidelines.
4. Ensure the urgency level accurately reflects the severity of the incident to facilitate proper escalation and resolution.

5. How do I assign an incident to the correct support group in ServiceNow?

To assign an incident to the correct support group in ServiceNow, follow these steps:
1. After filling in the incident details, locate the “Assignment Group” field on the incident form.
2. Begin typing the name of the support group responsible for handling the type of incident.
3. ServiceNow will automatically suggest matching support groups. Select the appropriate group from the suggestions.
4. Once assigned, the incident will be routed to the chosen support group for investigation and resolution.

6. What is the role of a watchlist in ServiceNow incident creation?

In ServiceNow, a watchlist allows users to include additional stakeholders who need to be kept informed about the incident’s progress. It provides transparency and keeps relevant parties up-to-date with the incident resolution process. Users on the watchlist receive system notifications or email updates whenever there are updates or changes related to the incident.

7. How can I add users to the watchlist when creating an incident in ServiceNow?

To add users to the watchlist when creating an incident in ServiceNow, do the following:
1. After filling in incident details, locate the “Watchlist” field on the incident form.
2. Begin typing the name or email of the user(s) you want to add to the watchlist.
3. ServiceNow will suggest matching user records. Select the desired user(s) from the suggestions.
4. Once added to the watchlist, the selected user(s) will receive updates and notifications regarding the incident.

8. Can I create an incident on behalf of another user in ServiceNow?

Yes, in ServiceNow, you can create an incident on behalf of another user. This feature is especially useful for support personnel or individuals with administrative privileges. To create an incident on behalf of another user:
1. Access the incident creation feature.
2. Locate the field for the user’s contact information and choose the “Search” or “Lookup” option.
3. Search for the user by their name, email, or other identifying details.
4. Once you find the correct user, select them, and proceed with filling in the incident details as usual.

9. How can I relate an incident to a specific configuration item (CI) in ServiceNow?

To relate an incident to a specific configuration item (CI) in ServiceNow, follow these steps:
1. Open the incident form.
2. Locate the “Related Records” section on the form.
3. Within this section, find the “Configuration Item” field.
4. Begin typing the name or identification number of the relevant CI.
5. ServiceNow will suggest matching CIs. Select the appropriate CI from the suggestions.
6. The incident is now related to the chosen CI, providing valuable context and aiding in problem investigation.

10. How do I set the priority for an incident in ServiceNow?

To set the priority for an incident in ServiceNow, follow these guidelines:
1. Assess the impact and urgency of the incident on the affected user(s), business operations, and system availability.
2. Consider the predefined priority matrix or guidelines set by your organization.
3. Evaluate the severity of the issue, including factors like number of affected users, criticality, and potential business impact.
4. Select the appropriate priority level based on the above criteria, typically assigned as high, medium, or low.

11. What information should I provide in the short description field when creating an incident?

The short description field when creating an incident in ServiceNow should provide a concise summary of the issue or problem being reported. It serves as a quick reference point for support personnel and ensures clarity when reviewing and prioritizing incidents. Include relevant keywords to facilitate efficient incident management and searchability.

12. Can I track the progress of an incident in ServiceNow?

Yes, you can track the progress of an incident in ServiceNow. The platform provides various mechanisms to monitor and manage incidents, including:
– Assigned support groups and individuals who are responsible for the incident resolution.
– Notifications and updates delivered to all relevant stakeholders.
– Incident status updates, such as “In Progress,” “On Hold,” “Resolved,” or “Closed.”
– Activity logs documenting actions taken, comments, and timestamps.
– Timer and SLA management to ensure incidents are addressed within defined service level agreements.

13. How can I attach files or documents to an incident in ServiceNow?

To attach files or documents to an incident in ServiceNow, perform the following steps:
1. Open the incident form or view the already created incident.
2. Locate the “Attachments” related list on the form.
3. Click on the “New” button within the “Attachments” section.
4. Choose the desired file(s) from your local drive or network.
5. Click on the “Upload” button to attach the file(s) to the incident.
6. The files will be associated with the incident and accessible for further reference or analysis.

14. How do I escalate an incident to a higher support level in ServiceNow?

To escalate an incident to a higher support level in ServiceNow, follow these steps:
1. Open the incident form.
2. Evaluate the incident’s urgency and impact, ensuring it meets the criteria for escalation.
3. Locate the “Assignment Group” or “Assigned to” field on the form.
4. Change the assignment to a higher-level support group or individual by selecting the appropriate name from the suggestions.
5. Update any relevant fields or comments to document the reason for the escalation.
6. Save the incident to apply the changes and notify the new assignee of the escalated incident.

15. Can I create multiple incidents simultaneously in ServiceNow?

Yes, you can create multiple incidents simultaneously in ServiceNow using the “Create New” or “+” button. Each incident will have its unique number, allowing you to track and manage them individually. However, ensure that each incident represents a distinct issue or problem to facilitate effective resolution and reporting.

16. How can I clone an existing incident in ServiceNow?

To clone an existing incident in ServiceNow, follow these steps:
1. Locate the incident you want to clone within the incident list or by using the search functionality.
2. Open the incident to view its details.
3. In the top right corner of the incident form, click on the hamburger menu (three horizontal lines) or the “More Options” button.
4. From the dropdown menu, select the “Clone” option.
5. A new incident form will open, pre-populated with the details of the cloned incident.
6. Modify any necessary information or provide additional details if required.
7. Save the new incident to create a clone of the original incident.

17. How can I link related incidents together in ServiceNow?

To link related incidents together in ServiceNow, follow these steps:
1. Open the incident form for the primary incident.
2. Locate the “Related Records” section on the form.
3. Choose the “Edit” option within the “Related Records” section.
4. Click on the “Link” button to create a new link.
5. In the popup window, search for and select the related incident(s) you want to link.
6. Choose the appropriate relationship type (e.g., “Parent/Child,” “Related to”) and save the link.
7. Both incidents will now be linked, allowing for easy navigation and access to associated information.

18. How do I verify the resolution of an incident in ServiceNow?

To verify the resolution of an incident in ServiceNow, follow these steps:
1. Open the incident form or locate the incident in the incident list.
2. Review the information in the incident form to ensure all aspects of the reported issue have been addressed.
3. Check for any related comments, updates, or attachments provided by the assigned support team.
4. If necessary, communicate with the affected user(s) to confirm that the reported issue has been resolved to their satisfaction.
5. Update the incident status as “Resolved” in accordance with your organization’s guidelines.
6. Document any relevant resolution details or actions taken in the incident form.

19. Can I create an incident template for recurring issues in ServiceNow?

Yes, ServiceNow allows you to create incident templates for recurring issues. These templates can be used to expedite the incident creation process and ensure consistent information collection. To create an incident template:
1. Identify a recurring issue with similar incident details.
2. Create a new incident form pre-filled with relevant default information for that issue.
3. Save the incident as a template by choosing the “Save as Template” or similar option.
4. Provide a clear template name and save it for future use.
5. When a new incident occurs with similar characteristics, start the incident creation process using the saved template as a base.

20. How can I close an incident in ServiceNow?

To close an incident in ServiceNow, follow these steps:
1. Locate the incident form or find the relevant incident in the incident list.
2. Verify that the issue has been completely resolved and the user(s) are satisfied.
3. Update the incident status to “Closed” in the incident form.
4. Optionally, provide a closing comment summarizing the issue resolution or any additional information.
5. Save the incident to apply the changes and officially close it.
6. Closed incidents remain accessible for reference purposes and reporting.

21. How can I reopen a closed incident in ServiceNow?

To reopen a closed incident in ServiceNow, follow these steps:
1. Locate the closed incident either in the incident list or by searching for its number or relevant details.
2. Open the closed incident to view its details.
3. Within the incident form, change the incident status from “Closed” to “Reopen.”
4. Add any necessary comments or details regarding the reason for reopening.
5. Save the incident to apply the changes and reopen it for further investigation and resolution.

22. How do I search for previously created incidents in ServiceNow?

To search for previously created incidents in ServiceNow, you can use the search functionality or follow these steps:
1. Access the incident module or navigate to the Service Desk portal.
2. Locate the search bar or search icon within the module.
3. Enter relevant search criteria, such as keywords, incident number, or user details.
4. ServiceNow will display matching incidents based on the provided search criteria.
5. Refine the search results using advanced search filters if necessary.

23. Can I link an incident to a known problem or known error record in ServiceNow?

Yes, you can link an incident to a known problem or known error record in ServiceNow. Known problems and errors typically exist in the Knowledge Base or Problem Management module. To link an incident to a known problem or error:
1. Open the incident you want to link.
2. Locate the “Related Records” section on the incident form.
3. Click on the “Edit” option within the “Related Records” section.
4. Choose the “Link” button to create a new link.
5. In the popup window, search for and select the relevant problem or error record.
6. Save the link, and the incident will be linked to the known problem or error for better problem management.

24. How can I track the resolution time of an incident in ServiceNow?

To track the resolution time of an incident in ServiceNow, follow these steps:
1. Open the incident form or locate the incident in the incident list.
2. Note the “Opened” date and time of the incident.
3. Monitor the “Resolved” or “Closed” date and time on the incident form.
4. Calculate the time difference between the “Opened” and “Resolved”/”Closed” timestamps to determine the incident’s resolution time.
5. You can also leverage ServiceNow’s SLA management feature to automate the tracking and reporting of incident resolution times.

25. How can I request further assistance or escalate an incident in ServiceNow?

To request further assistance or escalate an incident in ServiceNow, follow these steps:
1. Open the incident you want to request assistance or escalate.
2. Review the current incident details and status to determine the need for additional support.
3. Locate the “Assignment Group” or “Assigned to” field on the incident form.
4. If required, change the assignment to a higher-level support group or individual within your organization.
5. Provide pertinent details or comments regarding the reason for assistance or escalation.
6. Save the incident to apply the changes and notify the new assignee of the escalated incident.