Hello, ServiceNow Community!
I've encountered a scenario that I'm hoping to get some insights on from this community..
In our org, we have a custom-built release platform app.. The challenge arises when an application, which is a part of this release platform, goes down. The support team's response is to initiate a Major Incident; however, they categorize the incident under the release platform app itself. This triggers our automation workflows, leading to notifications and escalations as if the release platform app is experiencing downtime. In reality, the issue lies with one of the attached Configuration Items (CIs) and not the release platform app directly.
This misclassification causes unnecessary alarm. I'm interested in learning from anyone who has faced a similar situation:
- How do you manage major incidents in such a way that accurately reflects the actual CI experiencing downtime, especially in a custom app environment?
- Any tips on configuring ServiceNow to improve the accuracy of incident categorization in scenarios like this?
I appreciate any feedback or advice you may have, thank you!
