Service now "My Incidents" view

GPavanKumK · 2 hours ago

I want to view my incidents I have submitted in service now but with all the fields I can update. For example, I go to Service Now and select My Incidents and view . I needed to change the impact field so i then had to search as shown in additional attached screenshot. I then see the fields i need to see as also shown in the screenshot. Can i view my tickets without needing to look at my incidents to get the # and then searching?

glideFather · 2 hours ago

ahoy @GPavanKumK,

what role are we talking about?

if you are itil or higher, then go to Incidents and select "Assigned to (is dynamic) ME" or Self-service.

If you are an end user, backend is unavailable for you so go to the Service Portal or Employee Service Centre to see it under My Requests..

GPavanKumK · an hour ago

In the Self-Service view of the Incident form, only a limited number of fields are currently displayed. Is there a specific reason why all the fields are not visible? Also, if I add existing Incident fields to the Self-Service view, will those changes be visible to all users who access the same view? If so, is there a way to restrict the additional fields so that they are visible only to me?

glideFather · an hour ago

Depending on your role(s), try to switch to default view or update in list view.

Can you share a screenshot or names of the fields that you want to update and you miss that possibility?

Also, remember of the ITIL process - for example you cannot modify Priority (calculated as per Impact/Urgency) or a Closed incident cannot be updated at all... so when reviewing this, take a state into consideration as well.

What role do you have assigned? If you are end user / caller, then you are not expected to update these fields, you should use only the Comments to communicate.

Please explain your requirement better