Triage refers to the assignment of priority levels to tasks or individuals to determine the most effective order in which to deal with them.
But the below 2 OOTB Triage cases
Just talks about
- Assigning Category and Subcategory, Service, Service Offering, and CI and links the incident to an existing Major Incident or Problem
There is no logic for:
- Priority determination
- Impact vs urgency analysis
- Deciding what to work on first etc
So there is no "Triage" (in classical or ITIL sense) at all in those 2 workflows.
The meaning of Triage and the way workflow is designed doesnt match at all.
Is ServiceNow crazy to call it TRIAGE and then fill the fields?
