How to keep track of incidents with new user comments?

Jesper Slot · ‎02-01-2018

Hi,

I'm new to ServiceNow and working in a company which is going to switch to this tool. Still trying to wrap my head around this product.. 🙂

Lets say you have a large volume of incidents in your Service Desk pool and the supporters have to request more information from a bulk of the incidents.

In our current service management system the stage/status is updated with a "responded" label, which makes it easy idenitifable on the list of incidents. What is best practice in ServiceNow for keeping track of the requests which get updated by the end-user?

I see we got watch list and activity stream in ServiceNow. How does this work with a large volume of incidents?

Michael Fry1 · ‎02-01-2018

Not sure there is a best practices, but will share what we did.

In the Incident we use the On Hold State, with on hold reason and follow-up date. Then we have a script that sets a checkbox if the Caller replies to the email or updates the ticket:

We use a simple Field Style to show a green dot next to the Number to indicate that the Caller has updated the ticket:

Works great for us.

View solution in original post

Jesper Slot · ‎02-02-2018

Hi Guys,

Thanks a lot for your answers! Much appreciated!

I did some testing on a developer instance. I see that there is already a business rule (called: Incident State Change to In Progress) setting an incident state back to "In Progress" when a user adds an additional comment to an incident which is "On Hold, Awaiting caller".

I added a new state "Responded" to the task table and modified the rule to set the "Responded" state instead of "In Progress" upon user added comments. This works fine and it's almost exactly what we are doing in our current system, so maybe we'll go with that... if it dosen't break anything else.