Incident automation

shukurmukhtarov
Tera Contributor

‎08-10-2016 01:11 PM

Hii To All. I need little assistance.I want to create new automations system for my instance. My scenario: Requestor(me)creates new ticket.Other user updates the ticket and changes the status to Active. Then that other user wants to resolve ticket and changes the status to "Resolve".. Then ServiceNow sends an email to requestor (me).

  • Two actions is possible there:
    • Requestor (me) approves resolve action via email -> ticket gets resolved
    • Requestor (me) reject resolve action via email -> ticket stays in Active state
  • If no action comes from requestor (me) (for example email is ignored or not read because the requestor is on vacation)
    • the ticket should stay in Active state

Is it possibly to configure these automation. Please, inform.

Best regards,

Shukur

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mike_donathan
Kilo Guru

‎08-10-2016 01:19 PM

By default, the platform offers some basic automation for this functionality:



Best Practice - Incident Resolution Workflow - ServiceNow Wiki



You'd need to do some customization to tailor it to suit your specific requirements, but it is easily done.


shukurmukhtarov
Tera Contributor
In response to mike_donathan

‎08-10-2016 01:51 PM

Thank you for your answer. But still misunderstanding. I need to configure all of them in workflow or where.In anycase i will firstly try it in test environment then will apply to real instance.If possibly share with me some screenshot or more clarifications. at least some basic steps how i can start.Thanks in advance


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