If any user reports an issue about the ServiceNow platform itself, how are you fixing it?

[Suggy]

If any user reports an issue by creating an incident about the ServiceNow platform like:

Say a catalog item is not working as expected <OR> there could be a field missing on the Change form

<OR> a broken process <OR> some issue with an eBonding integration

How are you fixing/handling the incident for above scenarios? Are you creating a Service Request or Defect or Story or any other process are you following?

One of my colleagues told to create a Defect, other told to create a story, but I dont see any relation between those tables and Incident table.

[Suggy]

Hi @kaushal_snow 

User reports → Incident → root cause analysis → Defect/Story

1. Defect or story? both are different right

2. How to link Incident with defect/story? Post linking, what should be the state of the incident?

[Suggy]

Anyone please?

[1__AnithaHV]

@Suggy ,

Whenever you receive an incident, you need to find out the issue first and how can that issue be fixed and the process that is followed defers from organization to organization.

If resolving the issues requires a code here are few different steps followed by different organization.

1. The issue will be fixed as part of incident itself they do not raise any change/defect.

2. A defect will be raised, and the issues will be fixed as part of the change [the type of the change usually will be normal but differs from Organization to Organization)

3. if the functionality is working as expected but the issue raised by the user is like enhancement to the existing functionality then will raise a story.

4. To fix the issue you are adding a new record to particular table or updating a record in the table in these cases they will raise a service request so that the changes on the records could be tracked but this still.

Based on the process your organization follow you will be creating a defect/story/request. creating a defect/story/request does not mean that they have relation with incident.

[NavinAgarwal]

Hi @Suggy ,

Incident Management, Defect/Story are 2 different processes. Here is what we follow in our projects. Once the incident has been fully investigated and linked to the relevant defect (if it's a bug fix) or story (if it's system enhancement, nothing is broken in the existing system), the incident is marked as resolved/closed.

The associated defect and story will have their own workflows (depending on whether you are using ServiceNow or JIRA, we are using JIRA to track defects and stories) and these are generally taken care by the development team. Incident Management is usually addressed by L1 support team. I hope this helps you understand the general cycle associated with INCs and Defects/Stories. Please let us know if you have any other specific questions related to this cycle.