Review and Update Incident (INC) Management Flow

vidyajadhav
Tera Contributor

Hi Please help here. As a ServiceNow developer 

  • I want to review and update the incident management process flow, 

  • So that incident handling is aligned with current best practices and organizational needs. 

Acceptance Criteria: 

  • The current incident management workflow is documented and reviewed. 

  • Stakeholders are consulted for feedback on pain points and improvement opportunities. 

  • Workflow changes are implemented and tested in a sandbox environment before production. 

  • Updated workflow includes clear assignment, escalation, and resolution steps. 

  • Training and communication are provided to all impacted users. 

4 REPLIES 4

Ankur Bawiskar
Tera Patron
Tera Patron

@vidyajadhav 

so what's your technical question?

The above points are just the high level requirements which talks about business process improvements.

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader

OlaN
Giga Sage
Giga Sage

Hi,

Is there a question to this question? What do you actually need help with ?

vidyajadhav
Tera Contributor

can we configure the Incident flow via Workflow or Flow designer. If yes what can be a standard flow for an incident

 

No not really. The Incident process doesn't follow a particular Flow like the Change request record or Case flows do.

In theory you could create a Flow that dictates how the incident should proceed, but it will require a lot of work, and I'm not sure it will be worth it.