Module Reference · LessonReviewed by Sneha I, ServiceNow Trainer, 8 yrs · Updated · Published · current release · reference
ServiceNow Incident module
Key tables, states and fields of the Incident application.
Quick answer
The ServiceNow Incident application manages unplanned interruptions to service on the incident table, which extends task, with task_sla holding the SLA timers. States run New, In Progress, On Hold, Resolved, Closed. The key fields are priority, derived from impact and urgency, assignment_group and assigned_to for ownership, and caller_id for who reported it.
Key takeaways
- Core tables
- Common states
- Key fields
The Incident application manages unplanned interruptions to service. Here is the quick reference.
Core tables
incident, extendstask.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.