How to trigger a workflow while a incident ticket is created

[satiz]

How to trigger a workflow while a incident ticket is created

[skylarbarth]

Chuck,

To manage a "the incident has been opened, now we want to notify XYZ at time intervals A, B and C.

And then we want to spin H off when action J is done.

Is this something that we could best practice do in workflow? Or is this managed in SLA ... management ...

Because in my mind, it's SLA that we are talking about, and like notify/escalation ... thoughts / suggestions for reading material?

[Chuck Tomasi]

Hi Skylar,

You could do this with the workflow directly on the incident. If you are interested in running multiple SLAs or you want to check if it was breached or not (and do reporting against it), then it makes more sense to use SLA.

[Mihir Mohanta]

1.Create a workflow with details like below image.

Thanks,

Mihir

[Pradeep Sharma]

Hi Sathish,

In addition to the product documentation, please refer training content mentioned below for reference.

https://developer.servicenow.com/app.do#!/training/article/app_store_learn_path_build_app_fuji_c_Wor...

You can refer OOTB workflows which are triggered on change management for more understanding.

[Andras Kisgyorg]

HI Sathish,

The above references can guide you how to create a new workflow on incident table if that is the requirement. As a condition you may want to specify a given incident Status, (for example Status is new) to trigger the workflow when an incident record gets inserted (saved) in "New" status.

If you wish to do something more specific, you may want to use Workflow Scripting, and trigger workflows manually from scripts

using methods specified here:

Workflow Script - ServiceNow Wiki

Let me know if this helped.

Best regards,

Andras