Creating the change/problem task from the incident task

Incident/problem/change may be inter-dependent. Let’s understand this by an example so if your support group has received many incidents INC0000075/ INC0000091/ INC0000059 and so on related to user account which may lead a problem ticket or an emergency change ticket to deploy the permanent fix of issue.  Out of the box, Service-Now provides functions to create a change or problem task from an incident task.

Getting ready

To step through this recipe, all you need is an active Service-Now instance, an ITIL or Admin role, and valid credentials.

How to do it...

1. Open any browser standard browser.
2. Type the Service-Now instance web address (http://{instance_name}.service-now.com) provided by your organization in the address bar, now enter your credentials in respective fields and press enter button.
3. Go to the Incident application.
4. Now, under incident application, click on Open module which will show all active incident records.
5. You can select any incident task to create a problem/change task but for now let’s suppose you have opened INC0000044, now right click on incident form header through computer mouse as follows:
   

   Creating a change/problem ticket from an incident

6. If you want to create a change task from an incident, then click on Create Change. Once you click on the Create Change button, Service-Now will redirect you to the change form with some of the basic fields auto-filled.
7. If you want to create a problem task form incident, then click on Create Problem. Once you click on Create Problem, Service-Now will redirect you to the change form with some of the basic fields auto-filled:
   

   Problem task created Incident Form

8. Now problem task PRB0040002 is created from INC0000044 with other information as well like Priority, Opened by and so on but INC0000044 will serve as a parent of problem task as follows:
   

   Problem-related Incident