Incident Management State Model - Support and Troubleshooting

Incident Management State Model Description  The Incident Management - Core plugin com.snc.incident_management has introduced a new Incident state model starting with the Helsinki release. While this new state model is available by default for Helsinki, it is not available on upgrade. We recommend that upgrade instances not install this state model.

Warning : If the new state model is installed on upgraded instances, then you must ensure that the old states are mapped to the new ones. This is especially important if you have made customizations, implemented workflows, added script includes, and added business rules .

Ref. plugin activation notes: http://docs.servicenow.com/?context=request-inci-core&version=latest NOTE : The recommendation is to not activate this plugin in upgraded instances, however, if the instance data is not used in production yet, an administrator can submit a plugin activation request in Now Support (HI) > Service Catalog > Activate Plugin , acknowledging the following: - The plugin activation is done by SN 'maint' users through a Change Request - The content of this KB article has been read and understood - Provide a business case as to activate the plugin for test or initial setup on disposable data Script includes for the State Model The Incident module contains out-of-box the IncidentStateSNC (read-only) and IncidentState (editable) script includes. An upgraded instance has a version that caters to the existing state model as well as the new states. This is to encourage the use of constants when writing business logic, which helps with the installation of the new state model through the Incident Management – Core plugin.

A zbooted instance has a version that fulfills the new state model as well as the old states. The constants for the old states refer to the values defined for the new state values. This is clarified in the table in the "Mapping from old state model to new state model" section below.

Mapping from old state model to new state model The table below represents the mapping of incidents state from the old state model to the new state model.

Old Incident State Model New Incident State Model New 1 New 1 Active 2 In Progress 2 Awaiting Problem 3 On Hold 3 Awaiting User Info 4 On Hold 3 Awaiting Evidence 5 On Hold 3 Resolved 6 Resolved 6 Closed 7 Closed 7 Canceled 8 The old state model does not have the On Hold state. However, the new state model has three old incident states that map to On Hold. When the user selects the On Hold state, a new field On Hold Reason appears.

The On Hold Reason field contains the following options:

Awaiting Caller (maps to the old incident state: Awaiting User Info) Awaiting Evidence (maps to the old incident state: Awaiting Evidence) Awaiting Problem Resolution (maps to the old incident state: Awaiting Problem) Awaiting Vendor For example, if you had a workflow that triggered on state 5, you must modify your workflow to trigger on state 3, reason 2.

Updated business rules The following scripts have been updated in order to change the Incident management state model. State values have been changed from hard-coded values to references to the IncidentState script include. Best Practice - Incident Resolution Workflow - com.snc.bestpractice.incident

Name Type Table SYS ID SNC- ITIL - Close Related Business Rule sys_script 1c263220c6112275006955271bf6ba4f SNC- ITIL - Resolve Related Incidents Business Rule sys_script 7c4ee2d40a0a3c1e00d5d8aa424b616f Create Normal Change UI Action sys_ui_action 30c9566dc61122740030e173564c1c74 Create Request UI Action sys_ui_action 50317d860a0a0b4b00857807b0815bb2 Close Incident UI Action sys_ui_action bbddb6bbc0a8016400c56236de22441a

Incident Alert Management – com.snc.iam

Name Type Table SYS ID Show Related Incident Alert UI Action sys_ui_action 0a576a57eb131100eac006a2f206fe5c Create Incident Alert UI Action sys_ui_action 25436602eb333000a04d4910f206fea0

Change Request - com.snc.change_request

Name Type Table SYS ID Create Normal Change UI Action sys_ui_action 30c9566dc61122740030e173564c1c74 Create Emergency Change UI Action sys_ui_action d5378d81c38202003d2ae219cdba8fc5

Incident - com.snc.incident

Name Type Table SYS ID Open - in "New" state Module sys_app_module bf287131c0a8016400df7ea4cfeee9b2 Caller Close Business Rule sys_script 28beab035f201000b12e3572f2b477ed incident reopen Business Rule sys_script 91930e46c611227500b53b322750526a mark_closed Business Rule sys_script bf3f8917c0a8016400a867dc0794e8ad incident autoclose Business Rule sys_script d67b8d9ec0a80118008cd8f0f7f92fae Create Problem UI Action sys_ui_action 2f43c471c0a8006400a07440e49924c2 Create Normal Change UI Action sys_ui_action 30c9566dc61122740030e173564c1c74 Close Incident UI Action sys_ui_action bbddb6bbc0a8016400c56236de22441a

Incident Resolution Fields - com.snc.incident_resolution_fields

Name Type Table SYS ID mark_resolved Business Rule sys_script d3b21f640a0a3c7400f6acab7de3f5f8

Problem Management - com.snc.problem

Name Type Table SYS ID Close Incidents UI Action sys_ui_action fc8b2c66c0a8000900f7bf2dc94a690a

Create knowledge from problem – com.snc.problem_kb

Name Type Table SYS ID Communicate Workaround UI Action sys_ui_action 88273bc40a0a0b4f00e94d5eabade988

Service Management Basics - com.snc.service

Name Type Table SYS ID SNC - ITIL - Close Related Business Rule sys_script 1ddd8e50c6112275015cb235aa3b803a

We also recommend that you do the following:

Evaluate each of the scripts above for any customization performed on your instance. If you intend to retain the customization, you must reset to default in order to accept the changes and then reapply your customization. This ensures that you are on the latest feature set.

Note : There may be other scripts in addition to the ones mentioned above that have been created on your specific instance .

Evaluate all of the tables mentioned above for custom records. These custom records might need amendments if they are dealing with State or Incident state fields. For example, relying on changes to them for a client script or writing to a child record based on changes to state on an incident. Note : The Incident state model is customizable for advanced users. The script include named IncidentState holds the base states that the code uses to make state based decisions .

Additional Information Request Incident Management — Core