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How do I use Service Now for software bug tracking?

richardhli
Kilo Explorer

‎03-26-2014 06:08 PM

 

Hi there,

 

I am now to Service Now and I am looking for a simple bug tracking tool for tracking software bugs.   I am wondering if I can use Service Now for that since my company is using Service Now for IT ticketing. I know there are many good and popular bug tracking tools out there and can integrate with Service now. But I am looking for a quick and simple solution. My questions are:

 

  1. Has anybody used Service Now directly with or without customization for bug tracking?
  2. Does Service Now developers use Service Now for their own bug tracking?
  3. From some news on the web, I learned that 'Citizen Developers' of the Service New app creator platform have created thousands of custom apps on the platform including "Software bug tracking application to track reported bugs, configure the bug status, move the bug to another status or delete the bug." Does the app creator platform has a library for app sharing?

   

Thanks,

Richard

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7 REPLIES 7

ntate
Giga Contributor

‎06-03-2014 04:21 PM

When I was at MetroPCS we created our own App for defect tracking.   We had it linked to the incident table, so when we launched the product or service, we could convert known defects into incidents.   Crazy way of doing it, but it was how we chose to manage the defects.  



It came in really handy when we were testing new apps we built on the ServiceNow platform.   We had a notation for release, and we noted which update set solved the reported bug.   Helped us track down later when something broke.  



We kept our form pretty simple, priority, description, category.   Make sure on your categories you have enhancement request, esp with ServiceNow the business usually will request enhancements and not bugs.  



Good luck!!


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manibaig
Mega Guru
In response to ntate

‎04-15-2017 08:21 AM

Yes, utilized incidents as defects too


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Orcal
Giga Contributor

‎07-22-2025 05:08 AM

To track software bugs in ServiceNow, follow these steps:

  1. Create a New Incident: Log a new incident when a bug is found. Include key details like bug description, steps to reproduce, priority, and impact.

  2. Categorize the Bug: Set the category as "Software Bug" and include custom fields such as severity, version, and assigned developer.

  3. Assign and Prioritize: Assign the incident to the appropriate team member, and set the priority based on severity.

  4. Track Progress: Use ServiceNow built-in workflows to monitor bug status and ensure timely resolution. If you’re looking for a more streamlined and digital approach to managing incidents and workflows, solutions like Solvonext can help automate and optimize these processes for continuous improvement.

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