Review and Update Incident (INC) Management Flow
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05-23-2025 02:30 AM
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.
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05-23-2025 02:34 AM
so what's your technical question?
The above points are just the high level requirements which talks about business process improvements.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

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05-23-2025 02:34 AM
Hi,
Is there a question to this question? What do you actually need help with ?
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05-23-2025 02:45 AM
can we configure the Incident flow via Workflow or Flow designer. If yes what can be a standard flow for an incident

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05-23-2025 04:43 AM
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.