Creation of Major incident and candidate From sow

[supreethred]

We have a requirement to enable users to create a Major Incident and Major Incident Candidate directly from Service Operations Workspace by clicking a button, similar to how it is done in Native UI.

Currently, in Native UI, we can create a Major Incident using predefined templates or configurations. However, we need to achieve the same functionality in Service Operations Workspace.

Could you please guide us on the best approach to implement this? Specifically:

1. How can we add buttons in Service Operations Workspace for "Create Major Incident" and "Create Major Incident Candidate"?
2. What is the recommended way to prefill values when creating these incidents in Service Operations Workspace?
3. Are there any OOTB (Out-of-the-Box) capabilities we can leverage for this functionality?
4. If customization is required, what would be the best method (e.g., List Actions, UI Actions, Playbook, or other approaches)?

Any insights or best practices would be highly appreciated.

Thanks!

[Dr Atul G- LNG]

Hi @supreethred 

Did you activate the MI plugin, because what you are looking for is already there

[supreethred]

Hi @Dr Atul G- LNG,
Thank you for your response. However, the new (list action) is still creating a normal incident instead of a candidate or major incident.

[Dr Atul G- LNG · Accepted solution]

Hi @supreethred 

Yes, seems it platform issue , I tried in my PDI just now. You can log a Now Support case for this.

[Viraj Hudlikar]

@supreethred 

As you saying in your native UI you have MI functionality same will be available in SOW but do check before that SOW plugin & MI plugin are updated one, sometimes due to no update this issue occur.

SOW ITSM (sn_sow_itsm_cont) plugin name.

Below thread might be helpful to you.
Solved: Activation of Major Incident in Service operation ... - ServiceNow Community

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.