Customizing the Major Incident WorkBench

spriisholm · ‎05-21-2019

Hi 🙂

(London latest patch)

It is possible to make changes to the Major Incident Workbench.

Eg. we like to hide this on the "summary". But it seems that pretty much of the Major Incident is readonly including UI pages etc.

Thanks

Soren

Steven Herrmann · ‎05-24-2019

Hey there, happy Friday spriisholm!

We have just been through a Major Incident Management implementation where we too wanted to customize the workbench. Unfortunately, the very long story short is that you can't because the workbench code is located in a script include that is completely locked down as read-only by ServiceNow. 😞

You might be able to get somewhere by putting in a HI ticket with your desired changes, but they purposely have made this so that it can't be changed by non-ServiceNow admins.

Though not great news I know, I do hope this helps, have a great weekend!

Steve

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surbhi9 · ‎07-28-2022

Hi snavuluri,

I also have the same requirement. Have you find the solution for this?

Please let me know.

Thanks in advance!

kavyasri jajula · ‎07-07-2022

Hello,
I would like to work in the workbench for Major Incidents to have all information and also communication plans on one place.
can someone help me out with this please ?

Danny Mortensen · ‎03-20-2025

Hey there all, I've been having a look at this recently and it seems that MIM Workbench is now available in the Service Operations workspace and is therefore configurable.
You can now go to the Configurations under the Service Operations Workspace application menu and set it up. When an Incident has been promoted you can then see the Communications, Playbook etc for MIM.
Setting up Major Incident Management in Service Operations Workspace