ServiceNow Incident management automation

[tGhadage]

Hi Guys, 

Can the entire ServiceNow incident management process be automated from start to finish.

Thanks!!

[Damhoej]

Yes it can be done.

But I can only see a limited number of use cases.

One is if you know that the solution for a specific error is to rebbot the server, then you can script it so whenever a user submits an incident on that specific error the flow reboot the server and resolve the incident.

[tGhadage]

Sorry But I did not get you can you please explain in bit more detail.

[Damhoej]

An example:

Use case: you have an incident where a user can not access a certain website.

you know the fix is to reboot the server.

you create a script that can reboot the server automatically.

You then creat a catalog item for that specific error (can not access the website) and in the flow for that catalog item you make the flow reboot the server. After reboot is done the flow resolves the incident.

[Slava Savitsky]

It depends on the scope of your Incident Management process. Certain actions may not be possible to automate due to their nature.