Incident Management Best Practice – San Diego

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read
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    Summary of Incident Management Best Practice – San Diego

    The Incident Management Best Practice - San Diego plugin enhances incident and problem workflows, allowing for improved communication and progress updates between agents and callers. It is essential for optimizing incident management processes within ServiceNow.

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    Requirements and Dependencies

    To utilize the Incident Management Best Practice - San Diego plugin, the following plugins must also be installed:

    • Problem Management Best Practice — Madrid (com.snc.bestpractice.problem.madrid)
    • Problem Management Best Practice — Madrid – Knowledge Integration (com.snc.bestpractice.problem.madrid.knowledge)
    • Problem Management Best Practice – Jakarta (com.snc.bestpractice.problem.jakarta) - must be installed manually for zBoot customers.

    New customers have most of these plugins activated by default, while existing customers must install them manually or request activation.

    Impacts on Upgrading Customers

    For existing or upgrading customers, installing the plugin may alter existing workflows. It is recommended to test the plugin in a sub-production environment before deploying it in production to ensure workflow integrity. New options will be added, and any customized configurations may need to be updated accordingly.

    Enhancements

    This plugin introduces significant enhancements for managing incidents and problems:

    • Create a Problem: When creating a problem from an incident, the incident is put On Hold until resolution.
    • Attach a Known Error Article: Associating a KE article with an incident automatically links it to related problems.
    • Communicate Workaround: Workarounds can be communicated to users via notifications when incidents are in specific states.
    • Communicate Fix: Fixes can also be communicated similarly, ensuring all relevant users are informed of updates.

    Activation

    To activate the Incident Management Best Practice — San Diego plugin, an admin role is necessary. The activation process includes demo data and related plugin activations, providing a comprehensive setup for users.

    The Incident management best practice -San Diego plugin (com.snc.best_practice.incident.sandiego) enhances the integration and workflows for incidents and problems. This plugin enables you to update the progress of the reported incident and problem to the agent and caller.

    Requirements and dependencies

    Install these additional plugins to use the Incident management best practice — San Diego plugin:

    All the plugins except for com.snc.best_practice.problem.jakarta are activated by default for the new customers. Existing or upgrading customers must request the plugin or install the plugin manually. For more information, see Request a plugin.

    Impacts on upgrading customers

    For the existing or upgrade customers, if they install the Incident management best practice -San Diego (com.snc.best_practice.incident.sandiego) plugin, the existing configured workflows might get changed. If the customer wants to install the plugin, they must install the plugin in the sub-production or testing environment and test the workflows before using the plugin in the production environment to ensure the desired workflow is maintained.

    When the plugin is installed:

    • New options are populated along with the old (existing or already configured) options.
    • These files are affected:
      • Business rule: Close Code
      • ML Solution Definition: Similar Resolved Incidents -> The Filter must be updated
      • Script Action: Update Incident when Problem closes -> Update the resolution code to proper choice
      Note:
      Files are overridden if no customizations or configurations are done. In such case, new options are populated.
    • Customer must manually remove the old (existing) options. If customer has configured a combination of the old (existing) and new options, then the necessary workflows must be updated.

    Enhancements

    This plugin enhances the incident and problem workflow to support the following activities:

    Create a problem
    When you create a problem from an existing incident, the incident State is set to On Hold and the Reason is set to Awaiting Problem until the linked problem is resolved.
    Attach a Known Error (KE) article
    • When you associate a Known Error (KE) article to the incident, and if the KE article has a problem associated to it, then the problem also gets associated with the incident.
    • When you select Known error as Resolution code to resolve an incident but the incident contains no associated KE articles, then the system prompts you to select a KE article.
    Communicate Workaround

    If a workaround is added to the problem, and if you click the Communicate Workaround related link, then the following occurs:

    • The workaround is copied to the Work notes field. A notification is sent to the users listed in the Assigned to and Work notes list fields. The notification is sent only when the incident state is New, On Hold, or In Progress.
    • The workaround is copied to the Additional Comments field. If Known error is selected from the Resolution code field of the incident, then a notification is sent to the caller and to the users listed in the Assigned to and Watch list fields.
    Communicate Fix
    If a fix is added to a problem and if you click the Communicate Fix related link, then the following occurs:
    • The fix is copied to the Work Notes field.
    • A notification is sent to the users listed in the Assigned to and Work notes list fields of the problem record. The notification is sent only when the incident state is New, On Hold, or In Progress.