@Arthur Sanchez
Incident
The Incident table tracks individual incidents and their resolution process. Common fields include:
- Number: Unique identifier for the incident.
- Caller: User who reported the issue.
- Short Description: Brief summary of the incident.
- Description: Detailed description of the issue.
- Priority: Priority level of the incident.
- State: Current state (New, In Progress, On Hold, Resolved, Closed, etc.).
- Assignment Group: Group assigned to resolve the issue.
- Assigned to: Specific person handling the incident.
- Category: High-level classification of the issue.
- Subcategory: Further breakdown of the issue.
- Resolution Notes: Description of how the incident was resolved.
- Resolved by: Name of the person who resolved the incident.
- Created: Date and time when the incident was created.
- Updated: Date and time when the incident was last updated.
- Close Code: Reason for closing the incident.
2. Problem
The Problem table is used for managing root cause analysis and solutions for recurring issues. Common fields include:
- Number: Unique identifier for the problem.
- Short Description: Brief summary of the problem.
- Description: Detailed description of the issue.
- Priority: Priority level of the problem.
- State: Current state (Open, Pending Change, Resolved, Closed, etc.).
- Assignment Group: Group assigned to investigate the problem.
- Assigned to: Specific person handling the problem.
- Root Cause: Description of the root cause once identified.
- Workaround: Temporary solution to the problem.
- Resolution: Permanent fix or corrective action.
- Related Incidents: Links to incidents caused by the problem.
- Created: Date and time when the problem was created.
- Updated: Date and time when the problem was last updated.
3. Task Table
The Task table is the core table for tracking work within ServiceNow and is extended by other tables like Incident and Problem. Common fields include:
- Number: Unique identifier for the task.
- Short Description: Brief summary of the task.
- Description: Detailed description of the task.
- Priority: Priority level of the task.
- State: Current state of the task (e.g., New, In Progress, On Hold, Closed).
- Assignment Group: Group assigned to complete the task.
- Assigned to: Specific person assigned to complete the task.
- Created by: User who created the task.
- Created: Date and time when the task was created.
- Due Date: Deadline for task completion.
- Resolution: Resolution details (if applicable).
- Updated: Date and time when the task was last updated.
4. Service Request Item Table
This table holds individual service request items, typically a part of a larger request. Common fields include:
- Number: Unique identifier for the request item (RITM).
- Request: Link to the parent request (REQ).
- Requested Item: Reference to the catalog item being requested.
- State: Current state of the request item (e.g., Pending Approval, Fulfillment, Closed).
- Assignment Group: Group assigned to fulfill the request.
- Assigned to: Specific person handling the fulfillment.
- Stage: Progress of the fulfillment process.
- Opened by: User who requested the item.
- Opened: Date and time when the request item was created.
- Closed by: User who closed the request item.
- Close Notes: Details on how the request item was closed.
- Delivery Plan: Planned delivery details (if applicable).
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