---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Working with incident record form

# Working with incident record form {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Working with incident record form

The incident record form in ServiceNow allows users to efficiently track, manage, and resolve incidents once they are created.
It provides several features and integrations to enhance incident handling and streamline communication.
Show full answer Show less  

## Key Features

* **Email Incident Records:** Users can email the incident record directly from the form. The requester and assigned user are auto-populated as recipients, simplifying communication.
* **Customer Cases Tab:** If the Customer Service with Service Management plugin is installed and the user has the customer service agent role, the Incident form shows a Customer Cases tab listing associated customer cases.
* **Interaction Tab:** Displays associated interaction records within the Incident form's Related Links section for better context.
* **Problem and Incident Workflow Integration:** When problem records are linked to incidents, fixes or workarounds shared on the problem record automatically generate work note events in the incident's activity stream, including links to the problem record and Known Error articles.
* **Response Templates:** Predefined templates such as "Need more information" and "Schedule meeting" help agents respond quickly. These templates integrate with form channels, SMS, and email, and can be copied from the incident form for use in work notes or comments.
* **Primary Device Health Link:** Available in the Related Links section, this launches the Digital End-User Experience (DEX) application to view detailed device health metrics for the selected Configuration Item (CI) in Service Operations Workspace. This feature requires the DEX plugin, DEX agent installation on the device, and applies only to devices classified as Endpoints.

## Practical Benefits for ServiceNow Customers

* Enhances communication by enabling quick emailing of incident updates with relevant parties pre-filled.
* Improves incident resolution by linking customer cases, interactions, and problem records directly within the incident form for easy access.
* Automates knowledge sharing through activity stream updates when fixes or Known Error articles are linked.
* Speeds up response times with reusable response templates accessible through multiple channels.
* Provides real-time device health insights via DEX, facilitating proactive incident management for endpoint devices.  
Once an incident is created, you can use the incident record form to perform various actions to track, process and resolve the incident.
On the incident form, you can perform actions to manage and resolve the incident:

* If you want to mail the incident record, click the more options icon (![More options icon]()) in the title bar and select Email.

  The user who requested the incident and the user who is assigned to the incident are automatically populated in the list
  of recipients.
* When an incident is created from a case, the Customer Service with Service Management plugin (com.sn_cs_sm) is installed and you have a customer service agent (sn_customerservice_agent) role, you can view the Customer Cases tab in the Related Links section of the Incident form. This tab contains the list of the customer cases associated with the incident record.
* When there are one or more interaction records associated with the incident record, you can view the Interaction tab in the Related Links section of the Incident form that contains the list of the interaction records.
* When a problem record is linked to an incident or multiple incidents, the incident and problem workflow has the following features:
  * When a fix or workaround is shared from the problem record, an event is added to the activity stream of the incident record as work notes. The event includes a brief description of the provided fix or workaround and a link to the problem record.
  * When a Known Error (KE) article is linked to the problem record, an event is added to the activity stream of the incident record as work notes. The event includes the links to the problem record and the KE article.
  {#working-incident-record-form__ul_fvw_4wg_xfc}
* Respond to an incident quickly with response templates. Some of the response templates available in the base system include Need more information and Schedule meeting response templates. The response templates can be used with communication channels such as form channel, SMS and email. The form channel enables you to access the response templates from the incident record, copy the response templates texts to the clipboard from the incident form to be shared in the work notes, comments or other communication channels. For more information on defining and configuring the response templates for incident tables in Service Operations Workspace, see [Response templates](https://www.servicenow.com/docs/access?context=response-templates-templated-snippets&version=brazil&pubname=brazil-servicenow-platform&ft:locale=en-US).
* A Primary device health link appears on the Related Links section of the Incident form. Select to launch the Digital End-User Experience application and device health page for the selected CI in Service Operations Workspace on a separate browser tab. This tab enables agents to view all the available metrics and the device health for the selected CI, which were collected by DEX. You can also access this feature using the View device health option on the classic U16 CI record.  
  Note:  
  * DEX requires a separate entitlement.
  * This link is available to the agent only if the following conditions are met:
    * The selected CI is of type Device, which is also known as Endpoint.
    * The DEX plugin is installed on the instance. For more information on DEX, see [Digital End-User Experience](https://www.servicenow.com/docs/gkQfKLQ97srHHAb80BvAvg "ServiceNow Digital End-User Experience (DEX) application provides end-to-end visibility into the health of applications, networks, and end-user devices. IT teams can detect issues, remediate them, and help employees resolve issues independently.").
    * The DEX agent is installed on the selected CI.
    {#working-incident-record-form__ul_f3b_5b5_1bc}
  {#working-incident-record-form__ul_zry_nb5_1bc}
{#working-incident-record-form__ul_zcx_5rg_hsb}