Major Incident - How are the tasks created?

[ngriffiths]

When you generate a major incident it applies a standard OOTB template and generates 3 tasks.   How are the 3 tasks being created?   We can find a business rule, a workflow, or a script include that could be triggering them to be created.   We've search ServiceNow Docs and there isn't anything we can find in the documentation around Major Incident.   If anyone knows or can assist with this question, that would be greatly appreciated !

[Jaspal Singh]

Hi Niccole,

Not sure but business rule will be the reason for task creation. Also, you can check for the workflow if it has any Create Task activity.

Link Major Incident & Major Incident Process can be referred.

[ngriffiths]

Hi Jaspal,

Yes I agree that it should be one of those; however, we searched for a business rule and a workflow and nothing came up.   So my question is more along the lines of tasks should be being created via one of those 2 options, but there is nothing to be found triggering those tasks, so how is that possible???   Hopefully that makes more sense.

Best,

Niccole

[Deepak Kumar5]

Hello ,

When you apply Major incident template /create Major incident , It create the Incident based on the template data.

Again there are child Template for Major incident template which Apply after that then next related template.

This is same as "Apply all as template" used previously to create task and task's children.

[Justin Wilburn]

Hi Nicole,

I have seen a number of folks refer to Major Incident in a way that leads me to believe that this is an OOTB feature (or is easily configured). Can you confirm that to be the case?   And if so, is the Major Incident just an extension or view of the standard incident record, or is a new record created when this is selected (similar to Create Problem or Create Change)? We are trying to create a clear separation between Major Incident and Problem in our SN instance, but haven't yet found a simple way of doing so.

Any information that you can provide about your Major Incident configuration/workflow (is it trigger manually or by other fields, is it tied to other workflows such as comms/tasks, etc) would be greatly appreciated. I have searched through countless threads but have yet to find this answer.

Thanks,

Justin