I want to be able to add an executive summary for closed incidents. What is the best practice to do?

[Reshma10]

Hi All,

1)Service Managers want to be able to add commentary related to closed incidents

2)This doesn't have to be on the record itself, so could be in another record which is then linked to the closed record.

3)This can be things like where someone has given some additional information following the incident itself, which isn't necessarily pertinent to a problem investigation, but has been asked to be recorded.

4)An alternative may be to prevent closure if there are Post-incident tasks may help tidy up data & gather info before closure

What are service now recommendations when we want to add something to a closed incident so that it can feed into improvement activities? Can Continual Improvement Management/Performance Analytics be used to achieve this?

Thanks, 
Reshma

[Saurabh Gupta]

Hi @Reshma10 

What kind of data you want to be added?
is it only text or images etc?

Do you want to add this data after closure of ticket?
who can add this data?

[Reshma10]

Hi, 
I want to be add in comments field (only text).
yes, i want to add this data after closure of ticket.
who can add this data? - Service Manager 

Thanks
Reshma

[Saurabh Gupta]

Hi,
As rightly mentioned by Anders, there is no such ServiceNow recommendation for the same.
If this is the process to be followed by your organization, you can create a custom field and make it editable only after closure of the incident for Service Manager role.

[Reshma10]

Hi, 
Yes, we can create a custom field and use it to increase the report's count. However, if someone provides a comment after the incident has been closed, I need to record it; what is the best method for doing so, either through continuous improvement management or performance analytics?

Thanks
Reshma