Triaging Service desk incidents

[bmcdaniel]

While working in standard incident resolution service desk personnel attempt to work multiple incidents but the system will not allow you to just save the record instead, they update the incident, and the incident always goes back to the main menu of incidents. Is there a way to just save and allow that incident to remain open on the screen?

[jMarshal · Accepted solution]

Yes, definitely!

You are likely referring to the "Submit" and/or "Update" UI Actions (buttons) and when agents use those buttons, it will redirect them back to the previous screen (usually a list)...but they can also right-click on the top of the record and select "Save", which will keep them on the screen that they are currently on and not redirect them.

The "workspaces" are also designed to support/promote agents actively working on multiple tickets at once (tabbed-interface) -- Service Operations Workspace - ServiceNow | Get Started with Service Operations Workspace Simulator - Now Learning (servicenow.com)