How to handle state of health checks?

[Garfix]

Hello,
I'm a newbie in ServiceNow and currently we are switching from Jira to Service now.
In our environment tickets are generated automatically by a health checks - in Jira and soon in SNOW (as an INC ticket). In Jira state of ticket is/was changed if instance is up again. With switch to SNOW this handling will be deactivated because of collision with state of progress of handling of ticket (by assignee) itself. But it would be very helpful to see state of instance/health check too - in addition to progress information handled by assignee.

Are there any ideas/best practices which field could be used in INC tickets for providing state of health check?

Thanks in advance
Garfix

[Rajesh_Singh · Accepted solution]

@Garfix 

In ServiceNow, there are multiple ways to record the state of a health check in addition to the progress of the incident itself. Here are a few suggestions:

1. Custom Fields: You can create a custom field to track the status of the health check. This field could be a choice list similar to the "State" field but specifically for the health check status. This can be created in the table that holds the INC tickets, usually the Incident [incident] table. Remember to also add this new field to the relevant forms and lists.

2. Additional Comments (Customer Visible) or Work Notes: These are standard fields in the Incident form in ServiceNow. You could include the health check status in these fields. The difference between the two is that Additional Comments are visible to the customer, while Work Notes are internal to the IT team.

3. Related Records or Problem associated: If the health check results in multiple INCs, you might consider creating a Problem record for the root cause and linking the INCs to that. The health check status could be recorded in the Problem record.

4. Use the "Additional Info" field: This is a large, free-form text field that could hold the health check status.

5. Use a separate table to record health checks: You could create a new table in ServiceNow to record health check statuses, and relate these records to the INCs. This would be a more complex solution but might be worthwhile if there are many health checks and they have multiple statuses.