Defect record

[BiswaRanjanRout]

In ServiceNow, defects are managed through defect records. While executing story-related activities on a Jira board across Development, Testing, and Production environments, which defects must be captured? If a defect is detected, what is the standard procedure to log it in ServiceNow, and in which environment and project stage should it be documented?

[Matthew_13]

Hi my Friend!

 In general, I would say not every issue found while working on a Jira story needs to be logged as a defect in ServiceNow. 

What defects should be captured in ServiceNow

• Issues found and fixed during active development usually stay in Jira and don’t need a ServiceNow defect.

• Defects found during testing, UAT, or later stages should be logged in ServiceNow.

• Any defect found in Production must be logged in ServiceNow.

• Defects with business impact, data impact, or cross-team impact should always be captured in ServiceNow.

What you can do when a defect is detected

• First, identify where it was found (Dev, Test/UAT, or Prod).

• Create a Defect record in ServiceNow and document:

  • The affected application or service

  • The environment where the issue was found

  • Impact and urgency

  • Clear reproduction steps

  • A reference to the related Jira story or task (if applicable)

Which environment / stage to document

• Development: usually tracked only in Jira unless it’s a significant issue likely to affect later stages.

• Testing / UAT: log the defect in ServiceNow and mark the environment as Test or UAT.

• Production: log the defect in ServiceNow immediately; it may also be linked to an Incident or Problem record.

Basically, Jira is used for delivery and sprint work, while ServiceNow is used for defects that matter beyond the sprint—especially those found in testing, UAT, or production. I hope this helps my friend 🙂

@BiswaRanjanRout - Please mark Solution Accepted and Thumbs Up if you found Helpful!

[Dr Atul G- LNG]

Hi @BiswaRanjanRout 

As a BPC and platform owner, I worked with the team on the story and identified the defects. I created the story based on the OOTB behavior recommended by ServiceNow, and if the story did not work as expected, I logged a defect and linked it to the story to ensure end-to-end tracking.

https://www.servicenow.com/docs/bundle/zurich-it-business-management/page/product/agile-development/...