Incident Management Workflow

[JW6]

I'm looking for any examples or best practices for a workflow on the incident records. Like with the change and problem records there is a best practice workflow which prevents users changing the record status, or changing it to the correct status. Does anyone have an example of a incident state workflow?

[Dr Atul G- LNG]

Hi @JW6 

OOTB there is no validation or workflow on incident table. 

Also it must be from 

Incident to prb/ change 

bcz some time change implemented but incident still not get update. So the best practice is totally based on your work scenarios. 

If you provide more details that will be good. OOTB parent and child incident has linking from state change side. 

[Harish KM]

Hi @JW6 There are no OOB workflows but there are few OOB BR for state changes, you can check them

[JW6]

The main things are making sure the incident is assigned to someone when the state changes to assigned or a note is added when the incident is transferred between team. It sounds like business rules and UI buttons might be a option for me to explore.

[Dr Atul G- LNG]

Hi @JW6 

To do this, you can use BR or you can use Assignment rule / look up tables where you can set up the same. Have a look at OOTB.