Incident/Major Incident Management

[Dubz]

Hi All,

General query about how people are managing incidents Vs major incidents.

Our Incident form is currently set up to accommodate faults on single customer services (service offerings) whereas when there is a fault on our network we raise a problem ticket on the router/switch etc (CI).

It looks like we'll be changing this to raise major incidents instead of problems but i feel like major incidents need a bit of a different form, for a start they need to be able to have a CI associated but also things like an impacted services related list and linked incidents etc.

I'm thinking the best way might be to use an interceptor and then change the view of the incident form depending on whether the user selects incident or major incident as otherwise i feel like i'll be having to rely on client scripts to change the form depending onChange of a field.

Does anyone else have a similar set up and how have you implemented it?

[Uncle Rob]

I've seen everything from full on custom table built solutions to just different form experiences provided by different forms/views

I'm drawn more to the latter as it doesn't invoke any new license risk.

[Dubz]

Thanks Robert, i think the overall process is similar enough that a whole new table would be overkill and i'm inherently lazy so i like to keep things as simple as possible.

My only concern is over-complicating the incident form as we're basically consolidating all the customisation we've done on incident and problem. I guess that's unavoidable though, we'll just have to rationalise what we have as we go.

[Aditya Mallik]

ServiceNow has provided an out of the box process around Major Incident Management in Kingston. Refer to the URL Major incident management process for more details.

Maybe you can look at this process, and take it up when you uptake K or higher release.

[Dubz]

Thanks Aditya, i think there are definitely things there i can use so i'll bear that in mind when we move to Kingston.