Incident module
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, 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.
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Check your understanding
The incident table extends which base table?
- A. task
- B. sys_user
- C. cmdb_ci
Show answer
A. task
Incident is a task-based table.
Priority is derived from what?
- A. Impact and urgency
- B. The caller
- C. The category
Show answer
A. Impact and urgency
Impact × urgency drives priority.
Frequently asked questions
What does the term Incident module refer to in ServiceNow?
The Incident application manages unplanned interruptions to service. Here is the quick reference.