Review and Update Incident (INC) Management Flow

[vidyajadhav]

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. 

[Ankur Bawiskar]

@vidyajadhav 

so what's your technical question?

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

[OlaN]

Hi,

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

[vidyajadhav]

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

[OlaN]

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.