Incident/problem/change may be inter-dependent. Let’s understand this by an example so if your support group has received many incidents INC0000075/ INC0000091/ INC0000059
and so on related to user account which may lead a problem ticket or an emergency change ticket to deploy the permanent fix of issue. Out of the box, Service-Now provides functions to create a change or problem task from an incident task.
To step through this recipe, all you need is an active Service-Now instance, an ITIL or Admin role, and valid credentials.
Open any browser standard browser.
Type the Service-Now instance web address (
http://{instance_name}.service-now.com
) provided by your organization in the address bar, now enter your credentials in respective fields and press enter button.Go to the
Incident
application.Now, under incident application, click on Open module which will show all active incident records.
You can select any incident task to create a problem/change task but for now let’s suppose you have opened
INC0000044
, now right click on incident form header through computer mouse as follows:If you want to create a change task from an incident, then click on Create Change. Once you click on the Create Change button, Service-Now will redirect you to the change form with some of the basic fields auto-filled.
If you want to create a problem task form incident, then click on Create Problem. Once you click on Create Problem, Service-Now will redirect you to the change form with some of the basic fields auto-filled:
Now problem task
PRB0040002
is created fromINC0000044
with other information as well like Priority, Opened by and so on butINC0000044
will serve as a parent of problem task as follows: