Incident Management Best Practice – San Diego

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Incident Management Best Practice – San Diego

    The Incident Management Best Practice – San Diego plugin enhances incident and problem integration and workflows within ServiceNow. It enables real-time progress updates to agents and callers, improving visibility and coordination throughout incident resolution.

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    Requirements and Dependencies

    • Problem Management Best Practice – Madrid plugin: Required for core problem management functionality.
    • Problem Management Best Practice – Madrid – Knowledge Integration plugin: Supports knowledge article integration with problems.
    • Problem Management Best Practice – Jakarta plugin: Manages known error article behavior; must be installed manually for zBoot customers.

    Most plugins are activated by default for new customers. Existing or upgrading customers need to request or manually install them.

    Upgrade Considerations

    Installing this plugin on existing instances may alter configured workflows. It is critical to first deploy and test the plugin in a sub-production or test environment to verify workflow integrity before production use.

    Key affected components include business rules, solution definitions, and script actions related to incident closure and problem closure processes. Customers must manage removal or updates of old options to align workflows with new functionality.

    Enhancements Provided

    • Create a problem: When a problem is created from an incident, the incident state automatically changes to On Hold with reason Awaiting Problem until resolution.
    • Known Error (KE) article association: Linking a KE article to an incident also associates the related problem. Resolving an incident with a KE resolution code prompts selection of an associated KE article if none is linked.
    • Communicate Workaround: Allows copying problem workarounds to incident work notes and sending notifications to assigned users and watchers when the incident is active (New, On Hold, In Progress).
    • Communicate Fix: Enables copying fixes from problems to work notes and notifying assigned users under the same incident states.

    Activation

    Administrators can activate the Incident Management Best Practice – San Diego plugin, which includes demo data and auto-activates related plugins if not already enabled. This facilitates a streamlined setup to leverage enhanced incident and problem workflows immediately.

    The Incident management best practice -San Diego plugin (com.snc.best_practice.incident.sandiego) enhances the integration and workflows for incidents and problems. This plugin enables you to update the progress of the reported incident and problem to the agent and caller.

    Requirements and dependencies

    Install these additional plugins to use the Incident management best practice — San Diego plugin:

    All the plugins except for com.snc.best_practice.problem.jakarta are activated by default for the new customers. Existing or upgrading customers must request the plugin or install the plugin manually. For more information, see Request a plugin.

    Impacts on upgrading customers

    For the existing or upgrade customers, if they install the Incident management best practice -San Diego (com.snc.best_practice.incident.sandiego) plugin, the existing configured workflows might get changed. If the customer wants to install the plugin, they must install the plugin in the sub-production or testing environment and test the workflows before using the plugin in the production environment to ensure the desired workflow is maintained.

    When the plugin is installed:

    • New options are populated along with the old (existing or already configured) options.
    • These files are affected:
      • Business rule: Close Code
      • ML Solution Definition: Similar Resolved Incidents -> The Filter must be updated
      • Script Action: Update Incident when Problem closes -> Update the resolution code to proper choice
      Note:
      Files are overridden if no customizations or configurations are done. In such case, new options are populated.
    • Customer must manually remove the old (existing) options. If customer has configured a combination of the old (existing) and new options, then the necessary workflows must be updated.

    Enhancements

    This plugin enhances the incident and problem workflow to support the following activities:

    Create a problem
    When you create a problem from an existing incident, the incident State is set to On Hold and the Reason is set to Awaiting Problem until the linked problem is resolved.
    Attach a Known Error (KE) article
    • When you associate a Known Error (KE) article to the incident, and if the KE article has a problem associated to it, then the problem also gets associated with the incident.
    • When you select Known error as Resolution code to resolve an incident but the incident contains no associated KE articles, then the system prompts you to select a KE article.
    Communicate Workaround

    If a workaround is added to the problem, and if you click the Communicate Workaround related link, then the following occurs:

    • The workaround is copied to the Work notes field. A notification is sent to the users listed in the Assigned to and Work notes list fields. The notification is sent only when the incident state is New, On Hold, or In Progress.
    • The workaround is copied to the Additional Comments field. If Known error is selected from the Resolution code field of the incident, then a notification is sent to the caller and to the users listed in the Assigned to and Watch list fields.
    Communicate Fix
    If a fix is added to a problem and if you click the Communicate Fix related link, then the following occurs:
    • The fix is copied to the Work Notes field.
    • A notification is sent to the users listed in the Assigned to and Work notes list fields of the problem record. The notification is sent only when the incident state is New, On Hold, or In Progress.