Incident vs Work Order Differnces

[M Lohith Datta]

Hi 

What are differences between incident and workorder ?

Kindly let me know 

Thanks 

M Lohith Datta

[Community Alums]

HI @M Lohith Datta ,

Incident - These occur when there is disruption of service operation causing impact to business operations.

Incident Tasks - Used to track break the incident into sub-tasks that can be assigned to different teams to perform investigation/root cause analysis and help restore the customer opertation succesfully as soon as possible.

create a work order - to provide information for the agents who fulfill the request. You can create an entirely new work order, or you can create a work order from these other record types: problem, incident, change, or project task. You can also create a work order from another existing work order.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[M Lohith Datta]

Thanks Sandeep 

Your reply was clear but I am actually looking a bit more into differences like are they having any OOB Functionalities and Fields in common? if so what are they and in other perspective how can we make use of  WO without integrating with incident.

In addition to this I am also looking at Similarities between both incident and WO

Thanks

M Lohith Datta

[Community Alums]

Hi @M Lohith Datta ,

We mainly use WO's in FSM module.

A Work Order is generally created first (it is the parent of the Work Order Task - for example, you may have a Work Order that requires the generation of multiple WO Tasks).

Create a Work Order with a short description.  If you have Work Order Templates created, you can select one to associate relevant details (e.g., skills, parts, etc.).  Also note, that based on your scenario, you may also associate an account and an Asset or a CI.  Make sure a location is defined on the Work Order as well.

Based on your configuration, you will either use the button to designate the Work Order as Ready for Qualification or Ready for Dispatch.  You may need to associate the appropriate Dispatch Group and Assignment Group to determine the list of qualified technicians to be assigned to the task.

Once it is "Ready for Dispatch" you will see the WO Task(s) have been automatically created.  If the WO Task is in Draft state, you will need to mark it as Ready for Dispatch so it's status becomes "Pending Dispatch".  At this point it can be assigned to the appropriate resource.

Refer to this doc : https://docs.servicenow.com/bundle/quebec-field-service-management/page/product/planning-and-policy/...

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Mahendra RC]

Hello Lohith,

Incident - Incident is raise when there is disruption in service operation or something is not working which cause impact to business operations.

Work order - Work order is a kind of task we can say that the support team will work on to fulfill. 

For example : there is an incident related to security incident that is reported for a user. so in this case user need to submit the laptop to security team. Now a work order can be raised for collecting the impacted laptop and provide a new laptop to the user.

Please mark this as helpful/correct, if it answer your question.

Thanks