How to resolve incident ticket,after we get a incident ticket

[Kishore8]

Hi..every one

have one doubt ,

after we received incident through service now

what is our next process, where we have to go and how to resolve this cases

• shall we have to go that person or shall we have take remote of that person system????

i don't know what to do next process, how to do , where to go, how to resolve that ticket....plse help me

[Chuck Tomasi]

You might find this helpful.

Incident Management - ServiceNow Wiki

[Kishore8]

Hi Tomasi,

Thanks ,

I want,what is the process after we got a ticket, in real time what is next step they will   take after got a ticket ,

i want the further procedure ,

[Chuck Tomasi]

The next step is to assign it to someone so they get a notification and can start working on it.

It's really YOUR process to drive it to resolution. The link I provided contains a basic framework and how we configured the incident management app "out of the box". You are free to configure it any way you wish.

[Kishore8]

Hi Tomasi..

For Ex: you assigned   me a ticket with   High priority

Then what is my process, how i resolve that problem....i want further process where i go , what kind of steps i should follow, what kind of changes i should   do where it do...

Please help me