Incident Management in Service Operations Workspace reference

Reference topics provide additional information about Incident Management in Service Operations Workspace.

• Components installed with Agent Client Collector for Investigation
  Several types of components are installed with activation of the Agent Client Collector for Investigation (sn_acc_adapter) application, including user roles and ServiceNow Store applications.
• Components installed with Microsoft Endpoint Configuration Manager for Investigation
  Several types of components are installed with activation of the Microsoft Endpoint Configuration Manager for Investigation (sn_mecm_adapter) application, including user roles and ServiceNow Store applications.
• Components installed with Remedial Actions Framework
  Several types of components are installed with activation of the Remedial Actions Framework (com.snc.sn_reacf) application, including user roles and tables.
• Components installed with Metrics and CI Actions Framework
  Several types of components are installed with activation of the Metrics and CI Actions Framework (sn_cimaf) application, including user roles and ServiceNow Store applications.
• Features of the Investigation tab
  The Investigation tab displays CI metrics information along with various options. Use the options and the metrics information to view the data that helps to resolve the CI-related issues.
• Extension points for batch processing in Service Operations Workspace
  Use the implementation extension point to create implementations and execute batch processing to update multiple records, which improves the performance of the system.
• Quick start tests for Incident Management in Service Operations Workspace
  Validate that Incident Management in Service Operations Workspace still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.

Related concepts

• Viewing incident record information using the Contextual side panel
• Remedial actions using Playbook

Related tasks

• Create an incident in Service Operations Workspace
• View and update incident information on the Overview tab in SOW
• Work on an incident list page in Service Operations Workspace
• Work on an incident record in Service Operations Workspace
• Close resolved incident
• Reopen an incident in Service Operations Workspace