PIR for normal incidents

[vidhya_mouli]

We have a requirement to make PIR (post incident report) to be available for normal incidents.

I installed MIM plugin and modified the UI policies and other script to make this happen. Now this works as expected in the backend. But I want to make the PIR report available in the SOW for agents. How to do this?

[Dr Atul - LNG]

Hi @vidhya_mouli 

I’m not sure what your use case is for the PIR, specifically regarding incident priority at the moment. If you want to use it, you would need to build a new page/form entirely. Using it in the MIM way could create technical debt, since OOTB it is not MIM.

If you also need it for P3/P5, then you’ll need to review the configuration mentioned in the PIR, take it in the form, and make the necessary changes.

https://www.servicenow.com/community/developer-forum/customize-post-incident-review-report-major-inc...

https://www.servicenow.com/docs/bundle/xanadu-security-management/page/product/security-incident-res...

[Mark Manders]

You just need to update your logic to make every incident a Major Incident. However, the requirement absolutely doesn't make sense. What is your business case? 

[vidhya_mouli]

After resolving every incident, they want to conduct a post review. Then they want to publish this and share the findings with the customers.

[Dr Atul - LNG]

Hi @vidhya_mouli 

It’s better to use IncidentTask& make it optional. Adding PIR for all types of incidents would be overhead. For example, if the team is handling 50 P3/P4 incidents, creating 50 PIRs would be too much. So consider the process effort after implementation.