Incident Management

[Ravi]

Is it possible to add an additional tab in the incident itself like there is a tab for work notes, the ask is, when an incident is raised and till the time it is assigned to the relevant assignment group it has already hopped multiple queues and there are several activities mentioned within the incident, so when the relevant team/team member needs to identify what is the incident about, what are the activities etc. they have to scroll down to the end and check all the work notes and activities to find out the actual issue on which the team spends good amount of time, instead can we have a TAB in the incident which has all the required details (activities, notes, etc.) which will not only save time it will help the team to get to the root cause of the issue and resolve the incident. 

kindly check and confirm if it is possible and how we can achieve this technically.   

[Dr Atul G- LNG]

Hi @Ravi  

If I understood, you need to collect all work notes at the same place, as per my experience it is not possible, but what you mentioned in work notes goes to Activity logs and duplicating Activity logs only for Work notes is not recommended.

[Sandeep Rajput · Accepted solution]

@Ravi  You always have an option to create a separate section on the incident form where you can put specific fields to show the information which is need by the agents to quickly resolve the incident.

Also, if the ultimate goal is to quickly get a gist of the incident then I highly recommend you to take advantage of Now Assist's case summarisation feature. Please refer to https://docs.servicenow.com/bundle/xanadu-intelligent-experiences/page/administer/now-assist-platfor... to know more about this feature.

[Ravi]

Thank you Sandeep for your swift response, this is helpful.