Recurring Incidents - How to track them?

[Yvette Earnest]

We have recently implemented ServiceNow for ITSM and are currently tracking recurring incidents by a manual process.  What are others doing to track recurring incidents systematically within ServiceNow?  Is there any new capability in Kingston or London that will assist in tracking recurring incidents?

[Dave Smith1]

I suppose the first question is: how do you identify it's a recurring incident?

[Yvette Earnest]

Good question... I would define a recurring incident as an incident that has occurred to the same Service, same CI, and has the same suspected root cause.  Maybe there is a better definition?

[Dave Smith1]

Well, an incident doesn't have a root cause - but it shouldn't be difficult to match same service/CI on a newly-raised incident to one that already exists, then treat that as a recurrence.

My question was more about: "to be able to count n, you need to detect n - what is your criteria?"

[sachin_namjoshi]

If incident is recurring, then you create problem record and relate all recurring incidents to problem.

You do RCA, 5 why analysis and CAPA and part of problem process.

Regards,

Sachin