Where is the Incident Management Workflow located?

[paradise623]

Hi All,

I am looking to create a workflow for Incident Management, however I can't find the Incident Management Workflow under the Workflow menu? Please help me locate this... Also once I have build out the workfow, please help me locate the place to reference it on the form.

Thanks!

[Chuck Tomasi]

By default, there is no OOB workflow for incident. Incident is meant to be used for break/fix scenarios, typically assigned to one person, possibly escalated, but does not require approvals, routing, additional sub tasks, etc.

If you need a workflow, you can create one under Workflow> Workflow Editor.

You want to reference it from the form, you can add the UI action (form link) used on the change request, copy it, change the table name to Incident, and it will show up as "Show workflow" on the form under Related links.

Reference:

Workflow Concepts - ServiceNow Wiki

Creating a Workflow - ServiceNow Wiki

Using Workflow Activities - ServiceNow Wiki

[paradise623]

Thanks Chuck! I don't see anywhere on the form to add the workflow. I'm searching for it on the Incident Form.

[Chuck Tomasi]

You do not add workflows from the incident form. You define a workflow (also known as a workflow version) and when your incident is created/update/etc. the system creates a copy of that version specific to that incident. This is known as a workflow context. It is "attached" to your incident to show the current activities/states of the workflow as that incident progresses.   See the Workflow concepts article linked earlier.

Use Workflow> Workflow Editor to create an incident workflow (version) and as new records are created, they should get a context created.

[paradise623]

oh ok. I understand. I can define this in the workflow properties correct? For example adding the Incident table to the workflow properties