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?

[Yvette Earnest]

We do have a problem management process but don't count all the incidents related to the problem as "recurring".

[Dave Smith1]

Surely that's for ProbMgt to decide?  I understand the criteria, but not the directive.

[SJ9]

A possible option for you: 

Start capturing error messages (via a specific field in your incident form) and link the incident to any CI's impacted.  Then have a dashboard to display CI's are reporting similar / same / repeated error messages, this easily helps you spot recurring trends.

Regards,

Steve

[Yvette Earnest]

Good idea!