ServiceNow Ticket

ServiceNow Incident

Details

IDServiceNow Ticket
Groupincident
Version-1
From Version6.0.0

Layout Structure

Incident Info 12 sections

Case Details

Field IDPosition
type Col 0-2, Height: 22
severity Col 0-2, Height: 22
dbotsource Col 0-2, Height: 22
sourcebrand Col 0-2, Height: 22
sourceinstance Col 0-2, Height: 22
playbookid Col 0-2, Height: 22
owner Col 0-2, Height: 22

Notes

Work Plan

Linked Incidents

Child Incidents

Evidence

Team Members

Indicators

Timeline Information

Field IDPosition
occurred Col 0-1, Height: 22
dbotmodified Col 0-1, Height: 22
dbotduedate Col 0-2, Height: 22
dbotcreated Col 1-2, Height: 22
dbotclosed Col 1-2, Height: 22

Closing Information

Field IDPosition
dbotclosed Col 0-2, Height: 22
closereason Col 0-2, Height: 22
closenotes Col 0-2, Height: 44

Investigation Data

Field IDPosition
details Col 0-2, Height: 22

Ticket Info

Field IDPosition
ticketnumber Col 0-2, Height: 22
caller Col 0-2, Height: 22
ticketopeneddate Col 0-2, Height: 22
ticketcloseddate Col 0-2, Height: 22
state Col 0-2, Height: 22
servicenowurgency Col 0-2, Height: 22
servicenowticketid Col 0-2, Height: 22
ServiceNow Ticket 8 sections

Ticket Status

Field IDPosition
ticketnumber Col 0-2, Height: 22
servicenowpriority Col 0-2, Height: 22
servicenowurgency Col 0-2, Height: 22
servicenowimpact Col 0-2, Height: 22
servicenowstate Col 0-2, Height: 22

Ticket Handling

Field IDPosition
servicenowduedate Col 0-2, Height: 22
servicenownotify Col 0-2, Height: 22
escalation Col 0-2, Height: 22

Ticket Closing Information

Field IDPosition
closenotes Col 0-2, Height: 44
ticketcloseddate Col 0-2, Height: 22
servicenowresolvedtime Col 0-2, Height: 22

ServiceNow Ticket Status

Attachments

Field IDPosition
incident_attachment Col 0-2, Height: 53

Ticket Info

Field IDPosition
servicenowassignedto Col 0-2, Height: 22
assignmentgroup Col 0-2, Height: 22
servicenowcategory Col 0-2, Height: 22
subcategory Col 0-2, Height: 22
ticketopeneddate Col 0-2, Height: 22

ServiceNow Comments and Work Notes

Add comment or work note to Service Now

Field IDPosition
Col 0-2, Height: 44
Col 0-2, Height: 22
War Room 0 sections

No sections defined.

Work Plan 0 sections

No sections defined.

Evidence Board 0 sections

No sections defined.

Related Incidents 0 sections

No sections defined.

Canvas 0 sections

No sections defined.

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}