Is it possible to have an actual alert red iight to be turned on when a Critical ticket arises?

luiz3
Kilo Contributor

yesterday

Here in our IT Service Desk are we user Service Now to help our company users and we need to monitor very closely every Critical ticket received and respond to them in no more than 5 minutes. Wonder if its possible to have an actual alert red light 🚨 to be turned on every time a Critical ticket arises.

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KrishnaMohan
Giga Sage

yesterday - last edited yesterday

Hi @luiz3 ,


what does mean by light? No, I believe you cannot have a physical red light turn on for a new critical ticket in ServiceNow. However, you can set up several types of digital alerts and notifications within ServiceNow to help your IT Service Desk team monitor and respond to critical tickets promptly.

 

  • List view alerts: Use 'Field Styles' to apply custom CSS to a field based on its value. For instance, you can make the 'Priority' field on the incident list view glow red for critical tickets.

  • Notification: Create an email and push notification that triggers for any new incident with Priority 1 - Critical. Send this notification to the IT Service Desk group.

  • Service Level Agreement (SLA): Set up a P1 Critical SLA with a 5-minute response time. You can configure this SLA to send escalating notifications at the 2-minute and 4-minute marks if the ticket hasn't been assigned or updated, serving as a proactive alert to agents.


If this helped to answer your query, please mark it helpful & accept the solution.
Thanks!
Krishnamohan