Incident Management for Application Bug Fixes

[SardaAL]

Hello Folks,

Current State: As part of Incident management process, whenever application team fixes requires a bug fix in their application, they are moving the Incident to "Pending" State and fixing the Incidents and then resolving the Incidents.

For all incidents that are pending, they internally do ranking of the priority of the bug they want to fix first and then fix them in the development environment.

To do the Priority ranking, they are asking for fields in ServiceNow Incident form. All the above described activities I feel are part of Change management.

What is the best practice process to handle Bug Fix Incidents in application world? ( I am sure the application vs Infrastructure process should be same, but there is a demand for additional fields )

Regards,
AS

[Harish LS]

Hi, 

As per my knowledge we will make use of the existing priority field which is calculated based on the impact and urgency. when there is a priority 'critical' means it is the show stopper needs to be fixed. 

once the critical's are listed. It is up to the project for further prioritize. 

Hope this will help you. 🙂

Thanks

[SudhirOjha]

You are correct. This need to be marked as onHold with reason as AwaitingChange and not pending.

All the bug fixing in the production requires a change management process to be followed and once that change is implemented and tested, the incident get closed automatically.

There is a business rule which links Incident with problem and change

Your team need to implement problem management when they are doing investigation and analysis.