Viewing incident record information using the Contextual side panel

  • Release version: Washingtondc
  • Updated April 10, 2024
  • 3 minutes to read
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    Summary of Viewing Incident Record Information Using the Contextual Side Panel

    This guide explains how to view incident record information using the Contextual side panel in the Service Operations Workspace for IT Service Management (ITSM). It focuses on key features that help manage incidents more effectively, including caller details, SLAs, and collaboration tools.

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    Key Features

    • Active Calls: Displays active conference calls for major incidents, allowing users to join calls directly. This feature requires the Major Incident Management plugin.
    • SLAs and Timings: Shows key SLA information, including major incident duration, response SLA, resolution SLA, and allows viewing all associated SLAs if applicable.
    • Caller Information: Provides details about the caller, including name, local time, and department. Users can access the caller's assets, recent interactions, and incidents.
    • Assigned To: Indicates the assignment status of the incident and allows users to assign the incident to themselves or view additional collaborators.

    Key Outcomes

    By utilizing the Contextual side panel, ServiceNow customers can efficiently manage incidents by accessing critical information quickly. This functionality supports enhanced collaboration, timely responses, and effective tracking of incident-related activities.

    View the incident record information, such as caller details and assets, from the Contextual side panel. Use this information to help manage an incident more efficiently.

    Select the Record information (Record information) icon on the Contextual side panel to view the incident information. The record information side panel includes this following information.

    Active calls

    The Active calls card displays active conference calls that are currently in progress for major incidents. This card is displayed only for major incident records and if the Major Incident Management for Service Operations Workspace (sn_sow_mim) plugin is installed and active. For more information, see Setting up Major Incident Management in Service Operations Workspace.

    A maximum of five collaboration records are displayed on this card. You can select the call record links displayed on this card to join the calls. You can use the Collaborate side panel tab to view and manage additional call record information.

    Note:

    For Twilio calls, plain text is displayed instead of a link. In such case, you can join the call using the Collaborate side panel tab.

    The collaboration information is retrieved from the Collaboration services integration with Service Operations Workspace.

    SLAs and timings

    The SLAs and timings card includes the following information:
    • Major incident duration – Time duration since the incident has been promoted, created, or accepted as a major incident. This field is visible only if Major Incident Management for Service Operations Workspace is installed and active.
    • Response SLA – The Task service level agreement (SLA) stage according to the configured Incident Response SLA timer configuration. Displays the time left to respond to an incident before the task SLA is breached.
    • Resolution SLA – The Task SLA stage according to the configured Incident Resolution SLA timer configuration. Displays the time left to resolve an incident before the task SLA is breached.
    • View all SLAs – All SLAs associated with the incident record.
      Note:
      This option is visible only if there is at least one SLA associated with the current incident task.

    Caller

    The Caller card displays quick information about the caller, such as name, local time, department, and location. You can also select the Preview caller (Preview caller icon) icon to preview the caller record. Select Open record to open the caller record on a separate tab. You can also select Contact to view all details about the caller.

    You can select the following links to get additional record information specific to the caller, if necessary:
    • Caller assets – List of the caller's assets (CIs).
    • Recent interaction – List of recent interactions with the caller that have been created in the last seven days.  You can view up to ten interaction records on the card. Select View all to view the list of all interactions on a separate tab.
      Note:
      For interaction records, the Assigned to user is considered as the caller.
    • Recent incidents - List of recent incidents associated with the caller that have been created in the last seven days. You can view up to ten incident records on the card. Select View all to view the list of all incidents on a separate tab.

    Assigned to

    The Assigned to card displays the assignment status of the incident record. Select Assign to to assign the incident record to you. You can select the View additional collaborators link to view the list of collaborators associated with the incident record in a modal experience. The list of collaborators is retrieved from the following data sources:
    • Historical Assigned to users for the incident or incident tasks except the current Assigned to user.
    • Users who have added comments and work notes to the major incident record. This data source is applicable only for major incidents.
    • Collaborators from the collaboration channels that are initiated from the Collaborate side panel. This information is retrieved using the collaboration APIs.
    You can view a list of five collaborators on a page at a time.