---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Incident Management in Service Operations Workspace reference

# Incident Management in Service Operations Workspace reference {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Reference topics provide additional information about Incident Management in Service Operations Workspace.
* **[Components installed with Agent Client Collector for Investigation](https://servicenow-prod.fluidtopics.net/7kChF7jpjqeidEU6eMT~jw)**   
  Several types of components are installed with activation of the Agent Client Collector for Investigation (sn_acc_adapter) application, including user roles and ServiceNow Store applications.
* **[Components installed with Microsoft Endpoint Configuration Manager for Investigation](https://servicenow-prod.fluidtopics.net/JFhKuDhZLLHXUBt_ESSbuw)**   
  Several types of components are installed with activation of the Microsoft Endpoint Configuration Manager for Investigation (sn_mecm_adapter) application, including user roles and ServiceNow Store applications.
* **[Components installed with Remedial Actions Framework](https://servicenow-prod.fluidtopics.net/om8uhXcDBGgeztk52OdSKg)**   
  Several types of components are installed with activation of the Remedial Actions Framework (com.snc.sn_reacf) application, including user roles and tables.
* **[Components installed with Metrics and CI Actions Framework](https://servicenow-prod.fluidtopics.net/Ja2nCkAfEbMvx1gjlV~AsA)**   
  Several types of components are installed with activation of the Metrics and CI Actions Framework (sn_cimaf) application, including user roles and ServiceNow Store applications.
* **[Features of the Investigation tab](https://servicenow-prod.fluidtopics.net/gyB5gBeg0YpnxHXFVC_fng)**   
  The Investigation tab displays CI metrics information along with various options. Use the options and the metrics information to view the data that helps to resolve the CI-related issues.
* **[Extension points for batch processing in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/v5dZrkhngrvmAWsQ03PWRw)**   
  Use the implementation extension point to create implementations and execute batch processing to update multiple records, which improves the performance of the system.
* **[Quick start tests for Incident Management in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/T0ZbVKyP6ma7IBFrAG5Bhg)**   
  Validate that Incident Management in Service Operations Workspace still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.

**Related concepts**   

* [Viewing incident record information using the Contextual side panel](https://servicenow-prod.fluidtopics.net/Is~pVulzhychaejFJSbfIg "View the incident record information, such as caller details and assets, from the Contextual side panel. Use this information to help manage an incident more efficiently.")
* [Remedial actions using Playbook](https://servicenow-prod.fluidtopics.net/xJ66u1YJJn1tqsmwiBx5tQ "Resolve the CI-related issues using the remedial actions using Playbook in the Investigate tab.")  
**Related tasks**   

* [Create an incident in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/DX7Hz9WAFvHCv6apiiNpGg "Track the investigation, possible solutions, and resolution of a problem for a customer.")
* [View and update incident information on the Overview tab](https://servicenow-prod.fluidtopics.net/6ZJ5lZc63TAqEOfGcrEQHg "View and update the incident information, such as summary, impact, cause, and resolution, from the Overview tab. This incident information helps you analyze the issue and resolve the incident quickly.")
* [Work on an incident list page in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/JEehtYaqJl5l8F9K1_u6YQ "Perform various actions on an incident from the incident list page in Service Operations Workspace (SOW).")
* [Work on an incident record in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/QurZTkwKnKIiMg5xEkZyDA "If resolving the incident involves creating a problem, change, service request, and so on, you can create them directly from the incident record.")
* [Close resolved incident](https://servicenow-prod.fluidtopics.net/73gjz_3ufF~D~TSgW5EVIg "Close a resolved incident when the user is satisfied with the provided resolution.")
* [Reopen an incident in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/M~2KqqtKwJdbd~nJBMOiNw "Reopen a resolved incident from the incident record in Service Operations Workspace (SOW).")