Incidents in ServiceNow

An incident in ServiceNow refers to an individual occurrence or event that represents a disruption, malfunction, or failure within an organization's IT infrastructure, software applications, or hardware. These incidents can range from minor issues like a password reset request or a software glitch to more critical incidents like system outages or security breaches. Incident records in ServiceNow are used to document and manage these events, enabling IT teams to track and resolve them efficiently. 

Creating an Incident

Roles required: A service desk agent, Incident coordinator or other IT user can manually trigger Incidents.

Important: Before creating an incident, you should import the Netenrich Wrapper fields in ServiceNow as shown in the following image. Importing the below wrapper fields enable you to synchronize the data from the Resolution Intelligence Cloud to ServiceNow.

• Work Notes
• Additional Comments
• Alert Notes
• ROBO Alerts
• Alert Details

To create an Incident,

1. Login to the ServiceNow using your credentials.
2. From the Home page, search "Incident" in the filter navigator in the left pane.
3. In the left navigational menu, under Incident, click Create New.
4. In the Incident creation form, fill in the mandatory details such as Caller, Company, Assignment Group, Short description, and Work notes. Other details include state, impact, priority, and urgency to be provided which are helpful in the later stages in order to reach the incident to the correct support team.

5. Click Submit either at top right corner or bottom left corner of your screen. 
A Incident is generated along with a Netenrich ID and appears in the Incident listing page.

Verifying Incidents in Resolution Inteliigence Cloud

To verify the Incident details,

1. Login to the Resolution Intelligence using your credentials.
2. Navigate to Resolutions --> ActOns.
3. Search a Incident using the Netenrich ID generated from the ServiceNow UI.
4. Find a new conversation associated with the Incident appears in the ActOns.