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Module Reference · LessonBy , ServiceNow Trainer, 8 yrs · Published · Updated · current release · reference

ServiceNow Incident module

Key tables, states and fields of the Incident application.

Quick answer

The Incident application manages unplanned interruptions to service. Here is the quick reference.

Key takeaways
  • Core tables
  • Common states
  • Key fields

The Incident application manages unplanned interruptions to service. Here is the quick reference.

Core tables

  • incident, extends task.
  • task_sla, SLA timers attached to the incident.

Common states

  • New → In Progress → On Hold → Resolved → Closed.

Key fields

  • priority, derived from impact × urgency.
  • assignment_group, assigned_to, ownership.
  • caller_id, who reported it.

Quick check

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Question 1 of 2
The incident table extends which base table?
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