How Do I Create an Incident from Service Portal in ServiceNow?

You can create an incident from ServiceNow's Service Portal by using the Incident Request form or a custom form built for that purpose.

Using the Incident Request Form

1. Access the Service Portal: Go to your Service Portal URL.
2. Locate the Incident Request Form: Search for the "Incident Request" form. It's usually found in the "Support" or "IT" section.
3. Fill out the Form: Provide the necessary details, such as:
   • Short description of the issue: Briefly explain the problem you're facing.
   • Impact: Specify how the issue affects your work or daily operations.
   • Urgency: Indicate the level of urgency for resolving the issue.
   • Affected service: Choose the service or application that's affected.
   • Additional information: Provide any relevant details, including error messages, screenshots, or logs.
4. Submit the Form: Click on the "Submit" button to create the incident.

Using a Custom Form

1. Create a Custom Form: Design a custom form using ServiceNow's form builder.
2. Configure the Form: Include the necessary fields to collect information about the incident.
3. Integrate the Form with the Incident Table: Connect the custom form to the Incident table in ServiceNow.
4. Embed the Form in the Service Portal: Add the custom form to your Service Portal page.
5. Submit the Form: Users can fill out the custom form and submit it to create an incident.

Example:

Let's say you're experiencing an issue with your email account. Using the Incident Request form, you can describe the problem, specify the impact (e.g., unable to send or receive emails), set the urgency (e.g., high), select the affected service (e.g., email), and provide any additional information.

Practical Insights:

• Custom forms can be tailored to specific needs and departments, offering a more streamlined experience for users.
• Pre-populated fields can save time and effort by automatically filling in information based on user details or other relevant data.
• Workflows can be integrated to automate certain tasks, such as assigning incidents to the appropriate support team.