How to Track Incidents in ServiceNow

There are numerous ways to track incidents in ServiceNow. These include creating an incident ticket, splitting an incident into tasks, and monitoring SLAs. You can also add parts and labor costs to your incident tasks.

Create an incident ticket

Incident management is a key function of ServiceNow. It allows users to log and manage IT-related incidents. By capturing incident-related information, users can better respond to customer needs and help ensure the health of their services.

In order to create an incident ticket in ServiceNow, you can use the interface to manually enter information or create a ticket automatically. You can also use the self service module to open and manage incident tickets on behalf of other users.

If you want to use the incident task to communicate with other assignment groups, you can choose the Express option. This option will create the task quickly and automatically assign it to the appropriate user.

To add an attachment to the task, you must first select the Attachments field. You can add macro variables or JSON scripts to the text area.

Prioritize incidents

When a service desk receives an incident report, it has to prioritize the situation. This priority determines the best way to respond to the issue. It also determines the time required to resolve the incident.

There are many different ways to prioritize incidents in ServiceNow. For example, an employee may log a call, or a walk-in customer can report an incident. The same incident can be logged through email, or through an event.

A prioritized Incident can be assigned to a group or person based on its importance. Priority isn’t about an objective level, but rather it reflects the organizational response to the incident.

Priority is also based on the urgency of the incident. High priority incidents usually require alerting management, or a higher level of authority. Medium priority incidents affect a few staff, but do not interrupt work to a significant degree.

Split an incident into tasks

If you are a ServiceNow user, you are probably already familiar with the ability to split an incident into tasks. This is a powerful functionality that streamlines your service desk. In addition to reducing reporting time, it also allows you to prioritize tasks based on severity.

There are several ways to achieve this. First, you can use the Incident Feed to select the incidents you’re interested in. Next, you’ll need to select an assignee to filter the feed. When you’re ready, refresh the incident feed to add the new incidents.

Assigning an incident to a group ensures that the correct people are involved in solving the problem. Once you’ve assigned the incident, it’s a good idea to set a priority for the task. The priority tag will help sort the incidents based on severity.

Add parts and labor costs tracking

The cost of parts and labor is a common expense on many work orders, but it’s often overlooked. To make things easier for you, ServiceNow provides a robust and customizable method of tracking the costs associated with a particular task.

The most obvious way to do this is to create a part request for each part required for a specific work order. When a request is made, a temporary part request record is created. This can be edited, added to or deleted from.

Next, ServiceNow automatically creates a transfer order line for the part in question. Once received, the part is transferred to the stockroom. As part of this process, the cost of the transfer is rolled up into a more comprehensive cost for the entire task.

If you are using a mobile device, the now Mobile Agent can be used to make this task even more efficient. This can be done by enabling location tracking and transferring the part to your personal stockroom. Using a mobile app will also enable you to send alerts and receive notifications.

Monitor SLAs

There are many ways to monitor SLAs in ServiceNow. You can add SLAs to the dashboard, set them up on an indicator, or add them to a management report. Aside from managing them, you can use these reports to analyze your team’s performance. Depending on your needs, you may want to set up a third-party monitoring solution. It can help you track your teams’ performance and keep track of service availability.

In addition to the SLA conditions described in the previous section, you can also specify conditions to pause and resume the SLA clock. These conditions can be specified during the task record’s creation. For example, you can specify that the SLA is paused if an Incident is paused.

Another condition is when the ticket priority changes. If the incident is still on “Pause” but the priority has changed, the timer is suspended until more information is available.