Customize the incident record page

Customize the Overview tab for an incident

Modify the Overview tab of an incident record page to display the summary and other information of the incident for an agent.

Before you begin

The demo data should be installed.

Role required: workspace_admin, ui_builder_admin, or admin

About this task

You can customize which fields are displayed on the various sections, such as Summary, Impact, Cause, and Resolution, in the Overview tab. Customize the fields by configuring the SOW-Incident-Overview view on the Incident form using the form layout or form design feature in the ServiceNow AI Platform.

Note:

You must only configure the fields on the SOW-Incident-Overview view that are also available on the Service Operation Workspace view on the Incident form in the ServiceNow AI Platform.

For advanced customization of the Overview tab with SRP record, use the following procedure.

Procedure

Navigate to All > Now Experience Framework > UI Builder.
From the Experiences list, select Service Operations Workspace.
In the Pages and Variants section under Record, select SRP Record.

Note:
If you're on a version prior to 4.0, you must navigate from Record SNC in UI Builder to customize the Overview tab of an Incident record page.
Under Contents in the Body level, select Main Tab.

Figure 1. Main Tab

If the new copy is in a different application scope, select Edit in original scope before you start editing.
In the Config section under Tabs, point to the Page Collection SOW - Record tabs left tab and select the Edit content icon ().
Under Overview, point to the Incident Overview SNC variant and select the options icon ().
Select the duplicate variant icon ().
The Variant creation page is displayed.
Enter the Name as Incident Overview SNC Copy.

An error is displayed for the Conditions field.
Resolve this error by performing the following steps:
1. Close the Variant creation page.
2. Under Overview, point to the Incident Overview SNC variant, select the options icon (), then select View settings.
3. Select Open records, then select Variant record.
  The Incident Overview SNC record is displayed.
4. Edit the record, copy, and store the information from the Screen Condition field, then remove the information.
  You use the information from the Screen Condition field in the later steps.
5. Select Save and close the record.
6. Repeat steps 6 through 9.
  No error is displayed for the Conditions field.
7. Open the Incident Overview SNC record again.
8. Edit the record and paste the Screen Condition information copied previously.
9. Select Save and close the record.
On the Variant creation page, select the Settings tab.
If the new copy is in a different application scope, select Edit in original scope before you start editing.
Edit the Order value to modify the display order of the variants,
The variant with the lowest number is the default configuration.
Optional: Add the criteria to display a page or tab in Variant conditions.
Select Save.
Select the Editor tab to start editing the page components for customizing the Overview tab.
1. Select the Body level of the Content tree next to the main page area of UI Builder.
2. Edit the page by configuring components as required.
For more information on working with pages, see Work with pages.

Customize the Investigation tab for an incident

Modify the Investigation tab of an incident record page.

Before you begin

The demo data should be installed.

Role required: workspace_admin, ui_builder_admin, or admin

Procedure

Navigate to All > Now Experience Framework > UI Builder.
From the Experiences list, select Service Operations Workspace.
In the Pages and Variants section under Record, select SRP Record.

Note:
If you are on a version prior to 4.0, you must navigate from Record SNC in UI Builder to customize the Investigation tab of an Incident record page.
Under Contents in the Body level, select Main Tab.

Figure 2. Main Tab
If the new copy is in a different application scope, select the Edit in original scope button before you start editing.
In the Config section under Tabs, point to the Page Collection SOW - Record tabs left tab and select the Edit content () icon.
Under Investigation, point to SOW Investigate SNC variant and select the options () icon.
Select the Duplicate variant icon ().
The Variant creation page is displayed.
Enter the Name as SOW Investigate SNC copy.

An error is displayed for the Conditions field.
To resolve this error, perform the following steps:
1. Close the Variant creation page.
2. Under Investigation, point to SOW Investigate SNC variant, select the options icon (), and then select View settings.
3. Select Open records and then select Variant record.
  SOW Investigate SNC record is displayed.
4. Edit the record, copy and store the information from the Screen Condition field, and then remove the information.
  You use the information from the Screen Condition field in the later steps.
5. Select Save.
6. Repeat the steps from Step 6 to Step 9.
  No error is displayed for the Conditions field.
7. Open the SOW Investigate SNC record again.
8. Edit the record and paste the Screen Condition information copied previously.
9. Select Save and close the record.
On the Variant creation page, select the Settings tab.
If the new copy is in a different application scope, select Edit in original scope before you start editing.
To modify the display order of the variants, edit the Order value.
The variant with the lowest number is the default configuration.
Optional: Add the criteria to display a page or tab in Variant conditions.
Select Save.
Select the Editor tab to start editing the page components for customizing the Investigation tab.
1. Select the Body level of the Content tree to the left of the main page area of UI Builder.
2. Edit the page by configuring components as required.
For more information on working with pages, see Work with pages.

Customize the Remedial action playbook for an incident

Customize the Remedial action playbook displayed on the contextual side panel of an incident record page.

Before you begin

The demo data should be installed.

Role required: workspace_admin, ui_builder_admin, or admin

Procedure

Navigate to All > Now Experience Framework > UI Builder.
From the Experiences list, select Service Operations Workspace.
In the Pages and Variants section under Record, select SRP Record.

Note:
If you are on a version prior to 4.0, you must navigate from Record SNC in UI Builder to customize the remedial action playbook.
Under Contents in the Body level, select Tab sidebar.

Figure 3. Tab sidebar
If the new copy is in a different application scope, select the Edit in original scope button before you start editing.
In the Config section under Tabs, point to the Page Collection SOW - Sidebar tabs top tab and select the Edit content () icon.
Under Playbook, point to Playbook SNC variant and select the options icon ().
Select the Duplicate variant icon ().
The Variant creation page is displayed.
Enter the Name as Playbook SNC copy.

An error is displayed for the Conditions field.
To resolve this error, perform the following steps:
1. Close the Variant creation page.
2. Under Playbook, point to Playbook SNC variant, select the options icon (), and then select View settings.
3. Select Open records and then select Variant record.
  Playbook SNC record is displayed.
4. Edit the record, copy and store the information from the Screen Condition field, and then remove the information.
  You use the information from the Screen Condition field in the later steps.
5. Select Save.
6. Repeat the steps from Step 6 to Step 9.
  No error is displayed for the Conditions field.
7. Open the Playbook SNC record again.
8. Edit the record and paste the Screen Condition information copied previously.
9. Select Save and close the record.
On the Variant creation page, select the Settings tab.
If the new copy is in a different application scope, select the Edit in original scope button before you start editing.
To modify the display order of the variants, edit the Order value.
The variant with the lowest number is the default configuration.
Optional: Add the criteria to display a page or tab in Variant conditions.
Select Save.
Select the Editor tab to start editing the page components for customizing the remedial action playbook .
1. Select the Body level of the Content tree to the left of the main page area of UI Builder.
2. Edit the page by configuring components as required.
For information on working with pages, see Work with pages.

Customize the incident record information in the contextual side panel

Modify the incident record information displayed on the contextual side panel of an incident record page.

Procedure

Navigate to All > Now Experience Framework > UI Builder.
From the Experiences list, select Service Operations Workspace.
In the Pages and Variants section under Record, select SRP Record.

Note:
If you're on a version prior to 4.0, you must navigate from Record SNC in UI Builder to customize the incident record information.
Under Contents, in the Body level, select Tab sidebar.

Figure 4. Tab sidebar

If the new copy is in a different application scope, select Edit in original scope before you start editing.
In the Config section under Tabs, point to the Page Collection SOW - Sidebar tabs top tab and select the edit content icon ().
Under Record Information, point to the Record Information SNC variant and select the options icon ().
Select the duplicate variant icon ().
The Variant creation page is displayed.
Enter the Name as Record Information SNC copy.

An error is displayed for the Conditions field.
To resolve this error, perform the following steps:
1. Close the Variant creation page.
2. Under Record Information, point to the Record Information SNC variant, select the options icon (), and then select View settings.
3. Select Open records then select Variant record.
  The Record Information SNC record is displayed.
4. Edit the record, copy and store the information in the Screen Condition field, and then remove the information.
  You use the information from the Screen Condition field in the later steps.
5. Select Save.
6. Repeat steps 6 to 9.
  No error is displayed for the Conditions field.
7. Open the Record Information SNC record again.
8. Edit the record and paste the Screen Condition information copied previously.
9. Select Save and close the record.
On the Variant creation page, select the Settings tab.
If the new copy is in a different application scope, select Edit in original scope before you start editing.
Edit the Order value to modify the display order of the variants.
The variant with the lowest number is considered as the default configuration.
Optional: Add the criteria to display a page or tab in Variant conditions.
Select Save.
Select the Editor tab to start editing the page components for customizing the incident information in the contextual side panel.
1. Select the Body level of the Content tree next to the main page area of UI Builder.
2. Edit the page by configuring components as required.
For information on working with pages, see Work with pages.

Customize the display of service level agreements for an incident

Configure the display of service level agreement (SLA) information in the incident record page.

Before you begin

Role required: admin

The following SLA timer configurations display the response and resolution SLA for an incident.

Incident Response
Incident Resolution

You should configure SLA timer configuration mappings for these timer configurations. For information on how you can configure these mappings, see Configure the SLA timer.

Procedure

Navigate to System Definition > Script Includes.
From the Script Includes list, select SOWIncidentInfo.

In the Script field, modify the display information for SLAs.

getSLAConfig: function() {
        var config = [{
                "configId": "af871ab3532730102d05ddeeff7b124f",
                "slaTimerLabel": gs.getMessage("Response SLA"),
                "timeLabel": gs.getMessage("Time to respond")
            },
            {
                "configId": "aca7d6b3532730102d05ddeeff7b12ec",
                "slaTimerLabel": gs.getMessage("Resolution SLA"),
                "timeLabel": gs.getMessage("Time to resolve")
            }
        ];
        return config;
    },

For information about how the SLA information is displayed for an incident, see View service level agreement information for an incident.

Enable inline editing for lists in Service Operations Workspace

Enable quick updates for field values in a list in Service Operations Workspace.

Before you begin

Role required: admin

About this task

If the Hardware Asset Management Professional plugin (com.sn_hamp) is installed, you should enable inline list editing to specify asset actions for a configuration item (CI) from the Affected CI related list of an incident.

Procedure

From the All menu, navigate to sys_properties.list.
For the glide.lists.inline_editing_enabled property, set the Value field to true.
Click Update.

Customize the Investigate tab

Customize on how the CI related metrics information is displayed on the Investigate tab of the Incident record.

Before you begin

Role required: script_include_admin

About this task

Use this task to customize and configure the Investigate tab of the Incident record to do the following:

Add, remove or customize the view of the CI metrics information on the Investigate tab. For example, remove Asset Utilization metrics or add a new metric to the Investigation tab.
Modify the threshold (warning or critical) values of the metrics.
Modify the label names of the metrics.
Change the units in which the metric values are displayed.
Add or remove rows and columns from the metric information cards.
Add, remove or rename the remedial action labels.

Procedure

Navigate to All > System Definition > Script Includes.
From the script Include list, select sn_sow.SOWInvestigateConfigSNC.
Copy the required function from the Script field.
From the Script Includes list, select sn_sow.SOWInvestigateConfig.
For example, refer the screen shot for sn_sow.SOWInvestigateConfig script include record.
In the Script field, paste the required function and edit to customize the UI elements that are displayed on the different sections of the Investigate tab.
The sn_sow.SOWInvestigateConfigSNC script include record contains the configuration that is required to render the Investigate tab UI. Use this script include record as a reference to override the configuration as required, using the sn_sow.SOWInvestigateConfig script include record.
Click Save.
From the Script Includes list, select the provider specific script include SNC record.
- sn_acc_adapter.AccTransformUtilsSNC for Agent Client Collector for Investigation (ACC).
- sn_mecm_adapter.MecmTransformUtilsSNC for Microsoft Endpoint Configuration Manager for Investigation (MECM).
Copy the required function from the Script field.
From the Script Includes list, select the provider specific script include record.
- sn_acc_adapter.AccTransformUtils for Agent Client Collector for Investigation (ACC).
- sn_mecm_adapter.MecmTransformUtils for Microsoft Endpoint Configuration Manager for Investigation (MECM).
For example, refer the screen shot for sn_acc_adapter.AccTransformUtils script include record.
In the Script field, paste and edit the script to configure the display of the metrics information on the customized UI of the Investigate tab.
The sn_acc_adapter.AccTransformUtilsSNC script include record contains the configuration such as which data to store and how much data must be displayed on the Investigate tab UI. Use this script include record as a reference to override the configuration as required, using the sn_acc_adapter.AccTransformUtils script include record.
Click Save.

What to do next

On the Investigate tab of the Incident record in the Service Operations Workspace, click the get latest metrics icon () to refresh and view the customizations. For more information, see Incident Management in Service Operations Workspace.

Configure the collection rules for the Investigate tab

Configure the collection rules and map the rules to the metric definitions in the Investigate Framework module. This configuration enables you to define when the CI related metrics information is automatically retrieved on the Investigate tab of the Incident record.

Before you begin

Agent Client Collector for Investigation (sn_acc_adapter) and Investigation Framework (sn_invest_fwk) must be installed on the instance to view the Investigate Framework module. For more information, see Install Agent Client Collector for Investigation.

The Agent Client Collector framework (sn_agent) plugin must be installed on the instance, and Agent Client Collector must be installed to the affected CI. These installations are required to view the Investigate tab on the Incident record and the CI related metrics information displayed on the Investigate tab of the Incident record. For more information on the Agent Client Collector framework plugin and the installation, see Agent Client Collector Framework and Agent Client Collector installation.

Role required: sn_cimaf.sn_cimaf_admin or sn_invest_fwk.sn_investigate_admin

Procedure

Navigate to All > Metrics and CI Actions Framework > Administration > Collection Rules.
Click New.

On the form, fill in the fields.

Trigger conditions are conditions under which the collection rule is activated. These conditions trigger the automatic retrieval of the CI related metrics information on the Investigate tab of the Incident record.

Table 1. Collection Rule form
Field	Description
Name	Name of the collection rule.
Active	Option to activate the collection rule. This option is selected by default.
Trigger Conditions
Source table	Table where the collection rule is applicable. For this task, select Incident.
CI field	Type of CI applicable to the source table. For this task, select Configuration item.
Table conditions	Condition builder to define the criteria for the fields related to the incidents under which the collection rule is triggered.
CI class	Class of the affected CI associated with the incident.
CI conditions	Condition builder to define the criteria for the fields related to the CI under which the collection rule is triggered.
Allow matching CI extensions	Option to enable the selection of the child CI classes associated with the selected CI class. For example, if the CI class is set as cmbi_ci_computer, and if the Allow matching CI extensions option is selected, then you can select CI classes such as the cmbi_ci_computer server that is a child CI of cmbi_ci_computer.

Click Submit.
The collection rule is created.
Click the collection rule record.
On the Collection Rule Metric Associations related list, click New.
Use the Collection Rule Metric Associations related list to associate and map the collection rule with the metric definition (information).

On the form, fill in the fields.

Table 2. Collection Rule Metric Associations form
Field	Description
Collection rule	Collection rule that you want to map with the metric definition.
Metric definition	Metric definition that you want to map with the collection rule. Metric definition is the CI related metrics information for which you want to implement the collection rule.

Note:

You can configure multiple collection rules with multiple metric definitions.

Click Submit.

Result

The collection rule is created and mapped to the metric definition. When the collection rule is triggered, the mapped metric definition is retrieved and displayed on the Investigate tab of the Incident record. The configured collection rule is triggered only when the Configuration Item field is modified on the Incident record.