How can I raise incident as a case in ServiceNow?

[Harish Bainsla]

1. Log in to an OOB Instance as SysAdmin.
2. Create a new Case (sn_customerservice_case) Populate mandatory fields using any valid contact and account. ...
3. Save the case. Use the UI action from the form menu, 'Create Incident'
4. Note that the description and Service(business_service) fields have not copied ove

[Prakriti Kumari]

Hi Harish,

I want to raise the incident as a case in my ServiceNow CSM Portal.

[Harish Bainsla]

Please try this i found it may help

Of course, I can help you with that. Raising an incident as a case in your ServiceNow Customer Service Management (CSM) Portal involves several steps. Here's a general guide on how to do it:

1. Log In to ServiceNow CSM Portal: Open your web browser and navigate to your organization's ServiceNow CSM Portal. Log in using your credentials.

2. Navigate to the Incident Creation Section: Depending on your organization's setup, you might find an option like "Create New Incident," "Report an Issue," or something similar. This is where you'll start the process of raising the incident.

3. Provide Incident Details: Fill out the required fields to describe the incident. This typically includes information like the following:

   • Contact Information: Your name, email, phone number, etc.
   • Incident Description: A detailed explanation of the issue you're facing.
   • Incident Category: Categorize the incident (e.g., technical issue, service request, etc.).
   • Priority: Specify the urgency of the incident (e.g., low, medium, high, critical).
   • Attachments: You can attach relevant files if necessary.

4. Submit the Incident: Once you've filled out all the necessary information, review it to ensure accuracy. Then, submit the incident by clicking a "Submit" or "Create" button.

[Prakriti Kumari]

Hi Harish Bainsla,

How can I set up the inbound actions in ServiceNow so that if any system-generated alerts trigger then by default, it will come to the incident section we need to modify that so that going

forward for specific alerts / mentioned alerts will come to the case section and not in the incident section?