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,
You can record the details on a custom field after incident closure as well.

[AndersBGS]

Hi @Reshma10 ,

According to your description: " add commentary related to closed incidents" - this I would put on the incident record itself. I don't think there is a general ServiceNow recommendation.

According to you description: "closed incident so that it can feed into improvement activities?" - This is where problem management come in hand.

In general, and basic ServiceNow and ITIL, an incident should be resolved/closed when the incident itself is solved. If it is solved by a permanent solution, then there shouldn't be any further activities as it shouldn't happen again. If the incident is resolved without a permanent solution, then a problem ticket should be created to ensure a permanent fix so it doesn't happen again. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[AndersBGS]

Hi @Reshma10 

If my answer has helped with your question, please mark my answer as accepted solution.

Best regards

Anders