---
sourceDocument: Yokohama IT Operations Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/it-operations-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama IT Operations Management

ft:clusterId :

    - itom

bundleId :

    - itom

workflow :

    - Technology


---

# SRM incidents

# SRM incidents {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 minutes to read

Track and collaborate on incidents in the Incidents tab, helping you and your teams resolve issues efficiently.
The Incidents tab appears in the Service Reliability Management (SRM) Reliability tasks page. Its top header shows description information, tags, priority information, state, service, and assignment group.  
Note:  
Tags are imported from third-party integrations and attached to incidents. However, you can also create tags to categorize data and drive system logic using the Tag icon ![Tag icon](). For more information on creating and viewing tags, see [Manually create SRM tags](https://servicenow-prod.fluidtopics.net/KnRQOfQ47Qsorhvb6c5VoQ "Add tags to classify, categorize, and add context to data. Service Reliability Management (SRM) imports tags and attaches them to services, alerts, and incidents. You can also manually create tags.").  
When selecting an incident, you're taken to an overview. This section contains three content panels: Summary, Activity, and Recommended actions.  
Note:  
When an editable field is updated, notifications are sent based on user notification preferences.

In the Impact Summary, you find the following information:
{#sr-incidents-workspace__id_kzn_ddm_wyb__entry__2}

| Field | Description |
|-|-|
| Configuration item | Name of and link to the configuration item associated with this incident. |
[Table 1. Affected CIs]

{#sr-incidents-workspace__id_kzn_ddm_wyb} {#sr-incidents-workspace__id_csd_2dm_wyb__entry__2}

| Field | Description |
|-|-|
| Configuration item | Name of and link to the configuration item associated with this incident. |
| Managed by | Team responsible for the incident. |
| Owned by | Incident owner. |
| Approval group | Team responsible for approvals. |
| Location | Geographical location of the incident if defined. |
| Operational status | Status of the incident. |
| Manually added. | Whether this incident was manually added or the result of an error budget policy. |
[Table 2. Impacted Services]

{#sr-incidents-workspace__id_csd_2dm_wyb} {#sr-incidents-workspace__id_c1t_2ml_wyb__entry__2}

| Field | Description |
|-|-|
| Short description | Brief description of the incident. |
| Description | Detailed description of the incident. |
| Number | Incident identifier. |
| Impact | Impact is a measure of the effect of an incident on business processes. Choices are: * 1 - High * 2 - Medium * 3 - Low {#sr-incidents-workspace__ul_zjm_4ml_wyb} |
| Assignment group | Team assigned to the incident. |
| Priority | Priority is based on Impact and Urgency, and it identifies how quickly the incident should be addressed. Choices are: * High Impact = Critical Priority * Medium Impact = High Priority * Low Impact = Moderate {#sr-incidents-workspace__ul_ss2_1nl_wyb} Note: See Priority Data Lookup rules below. |
| Category | Category of the incident. Choices are: * Inquiry/Help * Software * Hardware * Network * Database {#sr-incidents-workspace__ul_hd5_lnl_wyb} |
| Urgency | Urgency is a measure of how long the resolution can be delayed until an incident has a significant business impact. |
| Service | Affected service associated with the incident. You can edit this field from a list menu. Note: When you set a service, and that service has an assigned team, the assigned team of that service is automatically assigned to the incident. |
| Severity | Imported severity on the incident. Values P1--P5. |
| Configuration item | Asset associated with the incident. |
| Assigned to | Individual responsible for resolving the incident. |
| State | State of the incident. The state moves and tracks incidents through several stages of resolution. Choices are: * New * In Progress * Ob Hold * Resolved * Canceled {#sr-incidents-workspace__ul_ndz_ksl_wyb} |
| Watch list | Individuals interested in the incident. Subscribes them to notifications according to their preferences. |
| Resolution code | Code associated with the resolution. Choices are: * None (default) * Duplicate * Known error * No resolution provided * Resolved by caller * Resolved by change * Resolved by problem * Resolved by request * Solution provided {#sr-incidents-workspace__ul_ijy_ssl_wyb} |
| Resolution notes | Detailed information on the resolution. Resolution notes are posted to the Activity timeline. |
[Table 3. DetailsContains incident details and related alerts]

{#sr-incidents-workspace__id_c1t_2ml_wyb}  
Note:  
Priority is calculated according to the following sample data lookup rules: {#sr-incidents-workspace__table_DataLookupRules__entry__3}

| Impact | Urgency | Priority |
|-|-|-|
| 1 - High | 1 - High | 1 - Critical |
| 1 - High | 2 - Medium | 2 - High |
| 1 - High | 3 - Low | 3 - Moderate |
| 2 - Medium | 1 - High | 2 - High |
| 2 - Medium | 2 - Medium | 3 - Moderate |
| 2 - Medium | 3 - Low | 4 - Low |
| 3 - Low | 1 - High | 3 - Moderate |
| 3 - Low | 2 - Medium | 4 - Low |
| 3 - Low | 3 - Low | 5 - Planning |
[Table 4. Priority Data lookup rules]

{#sr-incidents-workspace__table_DataLookupRules}

When a service is deleted, its integrations, alerts, incidents, and automations are removed. Deleting a service isn't a recoverable action so consider deactivating the service instead.  
The Related Records tab contains any alerts associated with this incident.  
Note:  
All field values are imported from the related records and aren't editable from SRM.
{#sr-incidents-workspace__id_ivs_2dm_wyb__entry__2}

| Field | Description |
|-|-|
| Number | Identifier for the related incident. |
| Short description | Brief description of the related incident. |
| Priority | Priority of the related incident. |
| State | State of the related incident. |
| Assigned to | Team member assigned to the related incident. |
| Assignment group | Team assigned to the related incident. |
| Service | Service associated with the related incident. |
[Table 5. Child Incidents]

{#sr-incidents-workspace__id_ivs_2dm_wyb}{#sr-incidents-workspace__id_m2f_fdm_wyb__entry__2}

| Field | Description |
|-|-|
| Number | Identifier for the related alert. |
| Severity | Severity of the related alert. |
| Short description | Brief description of the related alert. |
| Acknowledged | Whether the related alert has been acknowledged or not. |
| Assigned to | Team member assigned to the related alert. |
| Configuration item | Asset associated with the related alert. |
| Parent | Primary alert associated with the related alert. |
[Table 6. Alerts]

{#sr-incidents-workspace__id_m2f_fdm_wyb}{#sr-incidents-workspace__id_tcd_mdm_wyb__entry__2}

| Field | Description |
|-|-|
| Number | Identifier for the related changes associated with this incident. |
| Short description | Brief description of the related changes associated with this incident. |
| Type | Type of the recent changes associated with this incident. |
| State | State of the recent changes associated with this incident. |
| Planned start date | Date and time to begin changes associated with this incident. |
| Planned end date | Date and time to begin changes associated with this incident. |
| Assigned to | Team member responsible for the change request associated with this incident. |
[Table 7. Recent Impactful Changes]

{#sr-incidents-workspace__id_tcd_mdm_wyb}{#sr-incidents-workspace__id_wzz_mdm_wyb__entry__2}

| Field | Description |
|-|-|
| Short description | Brief description of the change request associated with this incident. |
| Type | Type of the change request associated with this incident. |
| State | State of the change request associated with this incident. |
| Planned start date | Date and time to begin change request work associated with this incident. |
| Planned end date | Date and time change request work associated with this incident ended. |
| Assigned to | Team member responsible for the change request associated with this incident. |
[Table 8. Change Requests]

{#sr-incidents-workspace__id_wzz_mdm_wyb}  
Postmortem tab  
About Postmortem owner:

* If a Scribe has already been chosen in the Collaboration panel Responders list, they're automatically made the owner.
* If there's more than one scribe, the first one assigned is chosen. Otherwise, you can select an owner from the list menu.
* If a new scribe is added or an existing user persona is changed to Scribe, that user is made the owner.
* If you manually remove an owner, no new owner is automatically selected.
{#sr-incidents-workspace__ul_fm4_ndk_ktb}

Use the drag-and-drop feature to edit postmortem sections. You can exclude sections from PDFs, delete sections, or reorder sections.
To add new sections, select the Add icon ![Add icon.]().  
Compose panel

Work notes are added to the Activity timeline automatically. Visible to responders and above. Add comments using the Compose text box.

Comments are added to
the Activity timeline automatically. Visible to everyone in SRM.  
Activity section  
Stream that contains all the system activity, and resolution notes. You can filter, sort, expand or collapse all posts using the header icons. ![Header icons.]()  
Note:  
The filter option includes Post types, Field changes, and Filter sets. All choices are selected by default. Flagged entries are either all or none.

![Activity section showing selected filters]()  
Actions panel  
Note:  
The Notifications, Agent assist, Expert on-call, and Email templates panels aren't currently supported in SRM.  
Attachments section

Open the Attachments section using the Attachment icon ![Attachment icon]().

On the Attachments section, you can initially Browse your local hard drive for files.  
Once you have added attachments, you can:

* Search for an attachment based on its name or extension  
  Note:  
  You must have two or more attachments to search.
* Upload a new attachment using the (![Attachments]()) icon.
* Download, remove, or rename existing attachments using the More actions icon (![More actions icon.]()).
{#sr-incidents-workspace__ul_qbm_vyj_bpb}  
Template section  
Open the Template panel using the Template icon ![Template icon]().  
Note:  
Existing templates are displayed, but creating templates isn't available in SRM.  
Collaboration panel

Displays the available Zoom meetings, Microsoft Teams, or Slack channels to start or join.  
To start or join a Zoom meeting:  
Note:  
The Zoom integration and recognized IDs must be active in your instance. If Start Channel is unavailable, contact your administrator.

1. Select Start Zoom.  
   * A meeting pop-up appears.
   * Add participants.
   * Select Create Meeting.
   * The meeting is created, invitations are sent, and you join the meeting.  
     Note:  
     Any issues found when starting a meeting are shown in a banner message.
   {#sr-incidents-workspace__ul_f1y_mg3_ppb}
2. Select Join Meeting
   * Sign in to your Zoom account.
   * You join the Zoom meeting.
   {#sr-incidents-workspace__ul_zh1_p4w_pqb}
{#sr-incidents-workspace__start-zoom-mtg}

1. Select Start Channel.  
   * Sign in to your Microsoft Teams account.
   * Select Create. You are redirected to the Microsoft Teams application.
   * Back in the Collaboration column, the Join Channel button is activated.  
     Note:  
     Any issues found when joining a channel are shown in a banner message.
   {#sr-incidents-workspace__ul_ut1_bgf_ltb}
2. Select Join Channel in the Collaboration panel in SRM.
3. Sign into your Microsoft Teams account.You are taken to the channel in Microsoft Teams.

{#sr-incidents-workspace__ol_dqj_qfm_wyb}  
Start or join a Slack channel:  
Note:  
The Slack integration and recognized IDs must be active in your instance. If Start Channel is unavailable, contact your administrator.

1. Select Start Slack.  
   * Add participants in the Create a Slack channel pop-up.
   * Select Create. You are redirected to the Slack application.
   * Back in the Collaboration column, the Join Slack button is activated.  
     Note:  
     Any issues found when starting a channel are shown in a banner message.
   {#sr-incidents-workspace__ul_a2k_mh2_qqb}
2. Select Join Channel in the Slack application window.
3. Sign into you Slack account.You are taken to the Slack channel.

{#sr-incidents-workspace__start-slack-channel}