Guide to ServiceNow - Incident Text Fields

[bobkrauss]

Introduction: In 'Incident handling' in ServiceNow, there are four distinct text fields for entering incident (i.e., ticket) details: 1) Short Description; 2) Additional comments; 3) Work notes; and 4) Close notes. The information put in these "open text" fields should be accurate, complete, and above all useful to other users who may work on the incident. The information may also become an important reference or knowledge for future users working on similar incidents. Below are descriptions and best practices for using each text field.

1) Short description - Limited to 80 characters, the 'Short description' should be written the same way as a good email subject line. It should provide the "gist" or summary of the incident and identify as much of the affected configuration item, record or case number, process, location, etc. as possible. Avoid putting sensitive or personally identifiable information in the short description like user name, login, or account details. The short description should state the exact nature of the incident to help fellow ITIL users to quickly determine how to resolve or where to assign the incident. Further details can be relegated to the 'Additional comments' or 'Work notes' fields. The short description is visible to the Caller, to anyone on the incident 'Watch list', and to all "ITIL" users responsible for service fulfillment or issue resolution.

2) Additional comments — the 'Additional comments' field has unlimited characters and should describe full details of the incident beyond the 'Short description'. The purpose is to give assigned ITIL users, both current and future, as much useful information as possible toward understanding and resolving incidents. Essential details may include an issue description, references to screen shots or other attachments, configuration items, record or case numbers, processes, locations, etc. If resolving an incident requires ongoing time and effort, 'Additional comments' should be updated at least daily to give the Caller updated status information. 'Additional comments' are visible to the Caller, to anyone on the incident 'Watch list', and to all ITIL users.

3) Work notes — the 'Work notes' field has unlimited characters and is strictly for technical information needed by current (or future) ITIL users working to resolve incidents. 'Work notes' should be of little interest or value to the Caller. The 'Work notes list' feature can also be used to share 'Work notes' with other ITIL users helping to resolve the incident. 'Work notes' are only visible to members of the assigned Group and those on the 'Work notes list' (not visible to the Caller).

4) Close notes — 'Close notes' have unlimited characters and should describe "what was done" or how the incident was resolved. 'Close notes' are especially important as knowledge for future ITIL users working to resolve or research similar incidents. 'Close notes' are visible to all ITIL users. A good practice upon resolving an incident is to copy the 'Close notes' into the 'Additional comments' field. By doing so, the Caller can see how their issue was resolved and may be less likely to reactivate the incident out of uncertainty about the resolution.

Conclusion: Providing accurate and complete information in the four incident text fields will prompt faster and better IT issue resolution. Good incident details will also provide future ITIL users with helpful knowledge toward resolving their similar incidents down the road.