Who will be the 'affected user' in incident 'On Hold' state

[ServiceNow Use6]

Hi All,

I have question wrt the process of incident. Here are the steps I want to drive through and please tell me the affected user information.

Steps:

1. End User using Record Producer created an incident using 'Create Incident'.

2. ITIL user logged in and opened the incident

3. ITIL needs more information and so put the state to On Hold.

4. End User opened the incident

5. Needs to fill in the 'Affected user' field

Isn't the affected user is the End User here? Kindly help.

Regards

Suman P.

[Musab Rasheed · Accepted solution]

Hi,

You are right, affected user is end user here. I have not seen this field in my PDI or company instance hence either map this field to Caller field data or you can remove after checking with Client. Mark my answer as correct if that helps

Regards

[Harshal Gawali]

Hi Suman,

There is no affected user field present on the incident form. is this a custom field?

Affected users are the users who were impacted by the incident.

Caller is the person who contact the Service Desk to register an incident. he is the end user.

Regards,

Harshal.