Incident Management and Workflows

[ChaigneF]

Hello, 

We are a new Service Now customer currently moving toward implementation. We have multiple IT teams that handle incidents and want to ensure we scope the needs appropriately based on what Service Now can accommodate. Please see my questions below: 

1 - When it comes to Incident Management, are workflows even necessary for the way tickets are routed/handled or is that something already OOTB with Servicenow Incident management?

For example, if one team has to complete an action, then send that ticket to another team to complete something else before closing, is that something we configure through workflow? 

2 - Would we need to build out separate workflows specific to each team for handling incidents? 

I appreciate any advice/feedback you can provide.  Thank you. 

[Sujatha V M · Accepted solution]

@ChaigneF  Please find my suggestions and comments below for your queries

1 - When it comes to Incident Management, are workflows even necessary for the way tickets are routed/handled or is that something already OOTB with Servicenow Incident management?

#As per the OOB Incident Management Module, there is no workflow.  You can configure "Process flow formatter"  based on "State" as below. 

How to create Process Flow Formatter : https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/form-adminis...

Based on the conditions defined in the process flow, on change of assignment groups it will move to the respective process flow state. 

For example, if one team has to complete an action, then send that ticket to another team to complete something else before closing, is that something we configure through workflow? 

# For this you can either move the "State" to "Assigned" onchange of assignment group or you can create a custom workflow to create incident tasks for different groups. 

2 - Would we need to build out separate workflows specific to each team for handling incidents? 

# For this you can either move the "State" to "Assigned" onchange of assignment group or you can create a custom workflow to create incident tasks for different groups. 

Note: Above points are purely my suggestions and based on the implementations. 

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.

[ChaigneF]

Thank you @Sujatha V M  for your response. This helps tremendously! 

[Sujatha V M]

@ChaigneF Glad to help you! 🙂

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.