Digital Operational Resilience - New Case Type

[VishwanathN6505]

Hi, I looked into the OOB Digitial Operational Resilience for Incident reporting. It was mentioned in the below video that we can configure a new case type for reporting to another regulatory body. However, when I try to do that. I am not able to create a new case type under the same category nor when I try to create a sub-type, I am unable to configure different assessments based on sub-type.

How do I go about it? Anything I am missing. Please help.

https://www.youtube.com/watch?v=FSoY20VyFAI

[Ravi Gaurav]

Hi @VishwanathN6505 

NOTE : The below details is from Product Documentation :-

You're looking to extend the Digital Operational Resilience (DORA) – Incident Reporting capability in ServiceNow by adding a new case type or a sub‑type and tailoring the assessments accordingly—but you're hitting a wall where neither appears configurable out of the box. Let’s clarify how this application is structured and what options you have.

Understanding the OOB Digital Resilience Incident Reporting (DRIR) Framework

• The DRIR module automatically creates a standard Incident Reporting case when specific conditions are met (e.g., critical incident, open for more than 24 hours, affecting a critical service) ServiceNow+4ServiceNow+4ServiceNow+4ServiceNow.

• It then kicks off a structured assessment workflow, including:

  • Regulatory reporting assessment to determine reportability

  • Creation of initial, intermediate, and final report action tasks with templated assessments and defined timelines (initial within 24 hours, intermediate every 3 days, final within 30 days) ServiceNow+1ServiceNow+2ServiceNow Store+2.

• These components are tightly coupled to the Incident Reporting case type, and operate as a cohesive, pre-configured workflow.

Why You Can’t Add a New Case Type or Sub-Type Easily

The DRIR module is built for a specific, regulatory-aligned flow—it's not designed like Customer Service Management (CSM) where you can freely clone or extend case types with custom processes.

Case Types in CSM are extensions of sn_customerservice_case, complete with support for custom tables, flows, UI, and inheritance—but DRIR's case records don't leverage that pattern ServiceNow+3ServiceNow+3ServiceNow+3.

 

Possible Approaches to Achieve What You Want

1. Customize DRIR Directly

If you must use a different case type or sub‑type, you'll need to treat DRIR as more of a template rather than a plug-and-play solution:

• Explore if DRIR supports configuration overrides, such as:

  • Different assessment templates

  • Custom workflows or flows triggered by incident properties

  • Creating new "reporting scenarios" that branch logic within the existing DRIR workflow

• In some cases, you might be able to duplicate or adapt the assessment templates, rules, and timelines to suit your alternate case type—though this likely requires deeper customization.

2. Build a New Case Type (Alternative Workflow)

If your needs diverge significantly from the OOB process (different assessment logic, reporting timelines, or regulators):

• Consider creating your own case type, extending a base case table as a new scoped table.

• You’d need to configure everything—flows, UI, assessments, task generation, roles, notifications—similar to how CSM advises for custom case types ServiceNow+2ServiceNow Store+2ServiceNow+1ServiceNow+1.

• This gives full flexibility, but is a heavier lift—essentially building a custom incident reporting solution alongside or parallel to DRIR.

 

Summary Comparison

Option	Pros	Cons
Customize within DRIR	Leverages existing logic and framework	Limited flexibility; built for fixed process
Fully custom case type with tailored workflow	Complete control over assessments, timelines, UI	Requires significant setup and maintenance effort

 

Next Steps—Here’s What You Can Do

1. Review DRIR configuration options:

   • See if assessment templates or workflows can be branched by condition (e.g., incident type) within the same module.

2. Evaluate the effort vs. benefit of extending DRIR vs. building a parallel, custom reporting case type.

3. Engage ServiceNow documentation or community for guidance:

   • DRIR-specific configuration or enhancements

   • Examples of organizations customizing regulatory workflows

   • Best practices for assessment branching or conditional workflows within the Operational Resilience Framework