Incident Management

Queue Managers (users who manage ticket queues in ServiceNow) will now be able to be link to a "parent" incident in order to report on and communicate on related tickets. Work notes, comments, and closure notes are all carried over to related tickets based on changes to the parent incident.

For updates to the Incident Management process, please visit our knowledge base on the Self Service Portal.

Visit the KB (ServiceNow technician login required)

 

Problem Management

We have enhanced the Problem module in ServiceNow to include additional functionality with Incidents and Knowledge articles.

• When a Priority 1 or 2 Incident is created, this will generate a Problem ticket.
• A new closure code for Incidents has been added to automatically create Problem records.
• Knowledge articles for the Known Error Database (KEDB) are also created automatically when a Problem is generated