ServiceNow - Create Incident
An Incident is raised from an Open issue from within ICEFLO. The Issues can be raised against a Task, Runbook or Event. You must be the Deployment Manager of the STP or have Issue Manager status to raise an Issue.
Raise Incident
Once an Issue has been raised an Incident tab will appear on the Maintain Issue modal.
The Incident panel requests the following information in order to raise an Incident. These 3 fields are mandatory.
ICEFLO Contact - this is a Deployment Manager from within the Runbook or a User with Issue Manager status in the relevant group.
Short Description - this detail is pulled through from the Issue title but can easily be amended for the Incident.
Full Description - this is pulled through from the Issue description and can be amended prior to raising the Incident.
The Short Description field has a limit of 200 characters and Full Description has a 4000 character limit. This field can be expanded by dragging the bottom right corner.
Once these fields are completed then click Raise Incident.
Observe Incident in ICEFLO
Once the Incident has been raised, the Incident panel within ICEFLO is shown as below.
You will notice that the only field you can amend is the ICEFLO contact. All other fields can now only be edited in ServiceNow.
A Check for External Updates button allows you to receive updates if you are sitting on this screen for any length of time. This screen does not dynamically update.
The following information has been populated from ServiceNow into ICEFLO:
Contact - the contact name you chose from ICEFLO
ID - this is the Incident number created by ServiceNow
Short Description - what the ICEFLO user entered when raising the Incident
State - this is Active as default and can be amended in ServiceNow
Full Description - what the ICEFLO user entered when raising the Incident
Category - Inquiry / Help is the default from ServiceNow. This can be amended via ServiceNow
Assignment Group - this field is left blank and populated by the ServiceNow user
Est. Resolution Time/Act. Resolution Time - these are entered in ServiceNow and relate to the Incident not the ICEFLO Issue
Impact/Urgency and Priority - these are entered as default and can be amended within ServiceNow. Impact & Urgency calculates the Priority field
Contact/Email and Phone - once the ServiceNow Contact has been added in ServiceNow these details will show within ICEFLO
Observe Issue List in ICEFLO
When an issue has been escalated to an Incident, the issue ID and issue title will be highlighted in red as shown below, in ICEFLO.
Observe Incident in ServiceNow
For more information on ServiceNow please click here.
Within ServiceNow navigate to Incident --> All
You will be presented with a screen like below. As this view has been filtered in descending order the newly created Incident will be presented near the top. Click on the Incident Number to view the details.
Please note that ServiceNow is largely customisable so your instance may differ slightly from our screenshots.
You can amend your columns by selecting the settings cog on the left hand side and shuttling the columns as shown below:
Incident Details
Aside from the fields highlighted, which are represented in ICEFLO, there are many other fields relevant to the incident process, however these are not displayed in ICEFLO. The fields which are not filled in as grey can be edited. Once amended Update the Incident. Any updated information relative to ICEFLO will be presented in the Incident panel within our application.
The Description tab provides the details which were populated within ICEFLO under Full Description when raising the Incident. Updating this in ServiceNow will also populate through to the Incident panel within ICEFLO.
The ICEFLO tab at the bottom of the Incident in ServiceNow contains information relevant to the Issue against which the Incident was raised. This includes:
Issue ID - ID from the ICEFLO issue
Issue Title - title of the issue in ICEFLO
Issue Severity - severity of the issue as derived from ICEFLO
Issue State - this is the state of the ICEFLO issue and can be closed independently of ServiceNow
Issue Estimated Resolution Time - the resolution time chosen by the user within ICEFLO
Incident Estimated Resolution Time - entered by the ServiceNow user and is relevant to the Incident
Incident Contact - contact details of the ServiceNow contact
Event ID - if the Incident is raised on an Event level task then only the Event ID (not the Runbook ID) will be populated
Runbook ID - if the Incident is raised on a Task or Runbook level issue this field will be populated
ICEFLO Contact Name/ICEFLO Contact Email/ICEFLO Contact Phone - the contact details of the individual associated to the issue/incident within ICEFLO
The Incident estimated resolution time is relevant to ServiceNow and is independent of the Issue resolution time within ICELFLO.
The Incident contact is a contact in ServiceNow and not from ICEFLO.
Below is an example of an issue raised at Event level in ICEFLO which has been escalated to an Incident, now showing in ServiceNow.
