ITSM Agent Workspace - Incident

The Incident workspace form is similar to the default platform Incident form.

If you want to change the view of the incident workspace form, customize the workspace view from the Incident form. For details, see Add field or related list to a workspace form.

Figure 1. ITSM Agent Workspace — Incident

• Create an incident in ITSM Agent Workspace
  You can create an incident record to document a deviation from an expected standard of operation.
• Create an incident from an interaction
  Create an incident record directly from an interaction when the customer reports events that result in interruption of one or more services.
• Create an incident from a chat
  With ITSM Agent Workspace, you can accept and respond to customer chat requests and create incidents as needed.
• Resolve an incident using knowledge
  Resolve an incident by searching for related knowledge and attaching a knowledge article.
• Create a knowledge article from an incident
  Create a knowledge article from an incident in ITSM Agent Workspace and capture the detailed information used to resolve an issue. Use the knowledge article for quick resolution of similar incidents.
• Report a knowledge gap from an incident
  Report a knowledge gap when you do not find any appropriate resolution documented for an incident. The knowledge gap record helps the team know to create a knowledge article for the incident.
• Capture information on affected configuration items in ITSM Agent Workspace
  Capture information on affected configuration items (CIs), with type as asset, in an incident to keep a record of the updated, repaired, swapped, or retired configuration items.
• Create a copy of an incident in ITSM Agent Workspace
  Create a copy of an incident to avoid having to manually enter the value of all the fields in the new incident.
• Propose an incident to be a major incident from a workspace
  Proposing an incident as a major incident sends the request to the major incident manager to analyze the incident and accept or reject it as a major incident. Major incidents have a separate procedure with shorter timescales and urgency that is required to accelerate resolution process for incidents with high business impact.
• Report a knowledge gap from an incident
  Report a knowledge gap when you do not find any documented appropriate resolution documented for an incident. The knowledge gap record helps the team know to create a knowledge article for the incident.
• Refresh impacted services and CIs
  The impacted services and CIs related list in ITSM Agent Workspace refreshes its records based on the affected CIs. Identify the impacted services and CIs and take necessary action.
• Create a problem record from an incident
  When the cause of an incident is an error or widespread issue, you can create a problem record to track the root cause of the issue.
• Create a change request from an incident
  If the cause of an incident requires a change to your infrastructure or a business service, you can create a change request from the incident as part of fixing the problem.
• Create a knowledge article from an incident in ITSM Agent Workspace
  You can create a knowledge article from an incident in Agent Workspaces to capture the troubleshooting steps and other detailed information used to resolve an issue for faster resolution of similar incidents.
• Create an improvement initiative from an incident
  Create an improvement initiative from an incident to track and manage tasks for improving a service or process, or tasks related to the incident.
• Delete an incident
  If you no longer need incident information, you can delete the incident. This action deletes the incident both from the ServiceNow database and from the Incident [incident] table.
• Incident Management integration with Universal Request in ITSM Agent Workspace
  With the integration of Incident Management and Universal Request applications, you can provide a consistent user experience for employees while creating service requests. By providing a common help desk for all employees, you can hide the complexities of inter-department request transfers and multi-department use cases.