Opening of an incident

[Loto-qc]

Hi, Incidents are opened using CIs, but can an incident be opened using on an asset that is not considered a CI?  Ex.: we are questioning ourselves if we should or not put laptops as CIs.  If we decide not to, could we still open an incident under the asset?

Thamks!

[HIROSHI SATOH · Accepted solution]

Yes, you can open an incident using an asset that is not considered a CI in ServiceNow. While typically incidents are associated with Configuration Items (CIs) from the CMDB, you can modify the system to allow incidents to be opened based on assets that are not classified as CIs.

If you decide not to classify laptops as CIs, you could still relate the incident to the asset by customizing the incident form. You could add a reference to the asset table (alm_asset), allowing incidents to be linked directly to assets instead of CIs. This flexibility ensures that assets like laptops can still be tracked in incidents even if they are not treated as formal CIs.

[Loto-qc]

Thank you!  Much appreciated!  Have a nice one! 🙂