Unified view of Demands and Incidents

[Daiana Botta]

Hi everyone,
I have a requeriment from a team that manages both Incidents and Demands. The processes are separate, but the team needs a unified view of their work to better manage workload and capacity.

The idea is to avoid mixing processes and workflows, use native solutions and avoid heavy customization

Has anyone implemented a unified INC + DMND view for the same team?

Do you recommend workspaces, task views, dashboards, or any other standard alternatives?

Thanks for sharing your experiences.

[DanielJ43996773]

Hi @Daiana Botta how are you?

Yes, this is a very common need, especially in teams that operate across run (Incidents) and change/plan (Demands).

The good news is: you can achieve a unified view without mixing processes or doing heavy customization, using standard ServiceNow capabilities.

Key Principle

Do not try to merge Incident and Demand into one process.
Instead, unify the visualization layer, not the data model.

Recommended Approaches (from most to least robust)

1. Workspace (Best Option – Strategic)

Use an Agent Workspace / Configurable Workspace with a unified task view.

Why this works:

Both Incident (incident) and Demand (dmn_demand) extend from task
You can configure multiple data sources in one workspace
Allows:
Tabs (Incidents / Demands)
Unified filters (Assigned to me, My group, etc.)
Prioritization views
Personalized layouts

Best practice setup:

Create a workspace for the team
Add:
List component for Incidents
List component for Demands
Optional: a combined “My Work” view using task

If well designed, this becomes the team’s single operational cockpit

2. Unified Task-Based List (Quick Win)

Since both extend task, you can create a filtered list view on task:

Example filter:

Active = true
AND Assignment group = <team>
AND (Table = Incident OR Table = Demand)

Pros:

Very fast to implement
No customization
Works OOB

Cons:

Limited UX compared to Workspace
Harder to differentiate visually

3. Dashboards (Good for Capacity & Leadership)

Use Performance Analytics / Dashboards for:

Workload by type (INC vs Demand)
Aging
SLA / delivery tracking
Capacity vs demand

This is not ideal for execution, but excellent for decision-making

4. “My Work” / Workload Views (Low Effort Option)

Leverage:

“My Work”
“My Group’s Work”

But note:

Demand is not always fully integrated depending on configuration
May require small adjustments
What I would recommend (clean architecture)
Workspace → primary operational tool
Task-based list → fallback / quick access
Dashboards → management layer
Important Considerations
Ensure Demand records are properly assigned (Assignment Group / Assigned to)
Standardize priority and state mapping (so the team can compare apples to apples)
Align work queues, not processes
Avoid duplicating logic between Incident and Demand

Think in terms of:

“One team → multiple work types → one view”

Trying to:

“Force Demand to behave like Incident”

This usually creates complexity and breaks SPM best practices.

The most mature implementations don’t unify the process —
they unify the experience of managing work.

If this answer helps, please mark it as helpful.

Regards,
Dan

[shankarkattaman]

Collaborative Work Management(CWM) can help here. SPM users can use it.

Explore Connected Work  Feature, Also MyWork  in CWM user can bring in various Task types assigned to me.

[Tanushree Maiti]

Hi @Daiana Botta 

You can create  a custom dashboard to display both types of data using INC and demand.

Create a report on the task table, filtering for

Task type =Incident

Or Task type = Demand.

Based on your requirement, set up the visualisation.