incident-management

Incident Management for ServiceNow

Incident Management restores normal service operation as quickly as possible while minimizing business impact.

Incident Lifecycle

New (1)
    ↓
In Progress (2)
    ↓ ← On Hold (3)
Resolved (6)
    ↓
Closed (7)

Cancelled (8) ← Can occur from New/In Progress

Key Tables

Table	Purpose
incident	Incident records
incident_task	Sub-tasks for incidents
incident_alert	Related alerts
problem	Related problems

Creating Incidents (ES5)

Basic Incident Creation

// Create incident (ES5 ONLY!)
var incident = new GlideRecord("incident")
incident.initialize()

// Required fields
incident.setValue("caller_id", callerSysId)
incident.setValue("short_description", "Email not working")
incident.setValue("description", "User cannot send or receive emails since this morning")

// Classification
incident.setValue("category", "software")
incident.setValue("subcategory", "email")
incident.setValue("impact", 2)
incident.setValue("urgency", 2)
// Priority is calculated automatically from impact/urgency

// Assignment
incident.setValue("assignment_group", getGroupSysId("Email Support"))

// Optional: affected CI
incident.setValue("cmdb_ci", emailServerSysId)

var incidentSysId = incident.insert()
gs.info("Created incident: " + incident.getValue("number"))

Priority Matrix

// Priority calculation (ES5 ONLY!)
// Priority = Impact x Urgency matrix
var priorityMatrix = {
  "1-1": 1, // High Impact + High Urgency = Critical
  "1-2": 2, // High Impact + Medium Urgency = High
  "1-3": 3, // High Impact + Low Urgency = Moderate
  "2-1": 2, // Medium Impact + High Urgency = High
  "2-2": 3, // Medium Impact + Medium Urgency = Moderate
  "2-3": 4, // Medium Impact + Low Urgency = Low
  "3-1": 3, // Low Impact + High Urgency = Moderate
  "3-2": 4, // Low Impact + Medium Urgency = Low
  "3-3": 5, // Low Impact + Low Urgency = Planning
}

function calculatePriority(impact, urgency) {
  var key = impact + "-" + urgency
  return priorityMatrix[key] || 4
}