Incident resolved via Automation

[AnjnaN]

Hi,

We want to capture the automation status on an incident whether incident was resolved fully via automation, partially automated, manual etc.

I want to understand, what field should be used to capture this status ?

[Dr Atul G- LNG]

Hi @AnjnaN 

Automation is a broad term in this context, and it depends on how you're implementing it. For a business, automation could include:

• Auto-assignment
• Flows
• Auto-resolution

The specific approach you're using will be the key factor here.

[Mark Manders]

You need to define this before we can answer your question.

Your question as to what field should be used, can't be answered without knowing what you mean by this. It could be any field that you don't use at the moment (let's say 'resolution code'), but we don't know if you are using it for something else. It could be a custom field you need to create yourself.

And filling it is also something we can't tell you, because we don't know your process or your instance. An answer like 'if resolved by system, it is automated' doesn't really work, because if only the last step is a flow triggered by a manual closing of a task that runs on system and that flow sets 'resolved', it is done manually. 

[Ankur Bawiskar]

@AnjnaN 

if there is some automation in place to resolve then how are you defining that?

How are you determining if some incident is to be manually worked upon or will be handled via some automation?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Viraj Hudlikar]

Hello @AnjnaN 

As Mark mentioned, determining the appropriate field depends on your specific requirements and existing configurations. You could use an existing field, such as 'resolution code,' if it's not already in use for another purpose. Alternatively, you might need to create a custom field.

Given your needs, I recommend capturing the automation status on an incident in ServiceNow using a custom field named "Automation Status." This field should be a choice list with options such as "Fully Automated," "Partially Automated," and "Manual."

Based on your automation processes, you can set the field value according to the responses received from third-party applications. For manual interventions, trained engineers can fill in this data.

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.