HR INCIDENT

MANAGEMENT

WILLIAMS LEA TAG

TRAINING SLIDES
DECEMBER 2018
OVERVIEW
WHAT ARE WE COVERING TODAY?
• Creating a HR Incident
– Incident application
– Creation through Email
• Updating an HR Incident
– Incident saving/updating
– Caller information
– Category information
– Priority information
– Notes
– Resolution Information
– Related lists
– Incident tasks
– Additional functionality
• Notifications

Copyright © 2017 Accenture. All rights reserved. 2

OVERVIEW
WHAT IS HR INCIDENT
MANAGEMENT?
• HR incident is an unplanned interruption to a HR Service or request raised
for Information or transaction.
• Incidents are typically created through the incident management
application or through emails.

Copyright © 2017 Accenture. All rights reserved. 3

INCIDENT
MANAGEMENT

CREATING AN HR
INCIDENT
 INCIDENT APPLICATION
Log in to ServiceNow and in the left navigation pane search Incident to open Incident
application

Under Incident application there are different modules which serve various purposes.
• Create New – allows the creation of an Incident
• Assigned to me – shows all incidents assigned to ‘me’
• Open – shows all incidents in the open state
• Open Unassigned – shows all incidents in the open state that are not assigned to an
individual
• Resolved – shows all incidents in the resolved state
• All – shows all incidents regardless of whether they are active
• Overview – shows a dashboard containing reports
Service Desk Application
• My Work – A list of active tasks assigned to me (Incidents, Problems, Changes)
• My Groups Work – A list of active tasks assigned to my group (Incidents,
Problems, Changes)
• My Approval – A list of approval records pending for my approval.

Copyright © 2017 Accenture. All rights reserved. 5

INCIDENT OVERVIEW
Overview
• The Overview contains reports and a breakdown of the incident management processes

Copyright © 2017 Accenture. All rights reserved. 6

 CREATION
A new incident can be created by clicking on “Create New” under the Incident application. There is a view
created for HR users and when HR users login they will be able to view incidents in HR view only. Function field
will be filled as HR by default for HR users within HR view.
Incident Type is a mandatory field for HR request and can be one of below choices -
• Service issue/Grievance
• Information
• Transaction
• Compliment

Copyright © 2017 Accenture. All rights reserved. 7

HR INCIDENT FORM
Form Field Status Information

Asterisk = mandatory required field.

This changes from red to grey when populated.

Greyed-out = Read-only data that is not editable on this form.

Copyright © 2017 Accenture. All rights reserved. 8

HR INCIDENT FORM
Caller Information

The caller field is mandatory and can be populated by typing the user name or email address
into the field which will display a dropdown of result. On behalf of field will be automatically
filled with caller but can be changed by logged in user if needed.

Copyright © 2017 Accenture. All rights reserved. 9

HR INCIDENT FORM
You can also search by clicking the magnifying glass which opens up a pop up screen as
seen below that allows search using the smart condition builder

Copyright © 2017 Accenture. All rights reserved. 10

HR INCIDENT FORM
Once a caller has been selected, the user record can be previewed at a glance by hovering
over the reference icon

You can also view all the related incidents for the current caller by clicking on the related
records button

Copyright © 2017 Accenture. All rights reserved. 11

HR INCIDENT FORM
Category and Subcategory information
To change the category and subcategory, select the field and a drop down list will appear as
seen in the screenshots above.
The subcategory list is filtered based on the selected category. Category and Subcategory
field become mandatory if state of Incident is “In Progress”.

Copyright © 2017 Accenture. All rights reserved. 12

HR INCIDENT FORM

Contact type defines the channel through which the incident was raised. If raising a new
incident, ‘Phone’ option is selected as default value, you can change it to any other option
from available drop down list. If the incident has been generated from an email, the value will
be set automatically as Email.

Copyright © 2017 Accenture. All rights reserved. 13

HR INCIDENT FORM

The priority of an incident is calculated from a priority matrix which is calculated from the
chosen impact and urgency values.
The priority cannot be updated directly as it is read only.
If you mouse hover Priority field, it will show a field message as shown in below screen.

Copyright © 2017 Accenture. All rights reserved. 14

HR INCIDENT FORM

Requires Action: This is a checkbox field which is auto checked when any update received by
Caller via email or when form gets updated by caller.
This is useful for HR Agents to know Incidents updated by Caller/ on behalf of.

Number of Requests: This is a free text field. It can be utilized for mentioning numbers for
bulk request. Default value is 1

Copyright © 2017 Accenture. All rights reserved. 15

HR INCIDENT FORM

Incident Type: This is dropdown and mandatory field with Choice values as following
• Information
• Transaction
• Service Issue/Grievance
• Compliment

• SLAs are dependent on this field.

• Default value for tickets created via email would be ‘Information’

Copyright © 2017 Accenture. All rights reserved. 16

HR INCIDENT FORM
State
• State shows the lifecycle of an Incident. Default state for Incident is New.
• Click on the state field to see a dropdown list of options to select
• There are seven different states: New, Assigned, In Progress, On Hold, Resolved, Closed, Cancelled
• When ”On Hold” is selected a new mandatory dropdown field “On hold reason” appears with
additional options
• When on hold reason “Awaiting Caller” is selected, ‘Additional comments’ is mandatory.

Copyright © 2017 Accenture. All rights reserved. 17

HR INCIDENT FORM
Function
• The Function field shows domain of Incident among IT, Finance and HR.

• Function field value is defaulted as HR for HR users based on their role.

• Function field is editable only by HR managers and admins. This field is read-only for rest of the
users.

Copyright © 2017 Accenture. All rights reserved. 18

HR INCIDENT FORM
Incident Assignment
• Assignment group is a mandatory field. Incidents can be assigned to a group or an individual,
assigned to field is filtered by the assignment group selection.

Assign an Incident
• When Assignment group is empty, Assigned to field is read-only. Once Assignment group is
selected, Assigned to field becomes editable.
• When Incident is Assigned to an Individual, state automatically changes to ‘Assigned’ state.
• If Assignment group changes to any other assignment group, state moves back to ‘New’
automatically.

Copyright © 2017 Accenture. All rights reserved. 19

 HR INCIDENT CREATION FROM EMAIL
• An email can be sent to HR mailboxes, Incident will gets created in ServiceNow with following details automatically populated.

o Short description as Email subject

o Description as Email body text
o State as New
o Priority as Low
o Contact type as Email
o Assignment group based on Region
o Incident Type: Information
o Function: HR
o Caller/Watch list as sender – If email is received by existing user, caller field will be updated, if user does not exist then sender’s
email will be updated in watch list.

Currently there are 4 mailboxes configured to create ServiceNow incident.

 HRSupportIndia@wlt.com
 HRSupportAPAC@wlt.com
 HRSupportEMEA@wlt.com
 HRSupportAmericas@wlt.com

Copyright © 2017 Accenture. All rights reserved. 20

HR INCIDENT
MANAGEMENT

UPDATING AN INCIDENT
UPDATING HR INCIDENT FORM
Save / Update Incident Form

Before an Incident record can be saved, mandatory fields have to be filled in, these are
displayed by a red asterisk.
To “Save” an Incident record, click on the Save button, this will keep the user on the Incident
record.
To “Update” an Incident record click on the Update button, this will take the user back to the
Incident List View.

Copyright © 2017 Accenture. All rights reserved. 22

 HR INCIDENT FORM SECTIONS
The Incident screen is sectioned into areas containing:
• Notes
• Related Records
• Resolution Information
• Time worked

Related Lists are shown at the bottom of the form:

Copyright © 2017 Accenture. All rights reserved. 23

 NOTES
This section contains an area where you can add notes to the record.
• Additional comments: the external/end user facing notes for discussing the incident with
the caller/watch list users.
• Watch list: use this field to capture additional users to send additional comments
notifications to.
• Work notes: the internal notes for sharing incident information between internal users/
work notes list users.
• Work notes list: use this field to capture additional users to send work notes notifications
to.

Copyright © 2017 Accenture. All rights reserved. 24

 RELATED RECORDS
This section contains an area where you can define the relationship between
this incident and other task records.
• Parent Incident: relationship to the parent incident e.g. if multiple incidents raised as a
result of another incident with bigger impact.
• Change Request: If a change request is created for a HR incident then the relative change
number can be populated on this field.

Copyright © 2017 Accenture. All rights reserved. 25

 RESOLUTION INFORMATION
This section is used at the resolution state of the Incident. The various fields
allow the following to be recorded:
• Knowledge: It can be checked if knowledge article to be created from Incident. Knowledge articles to be created
manually.
• Resolution code: choose from a predefined list of resolution codes.
• Resolution Reasons: choose from a predefined list. This field is dependent on Resolution code.
• Resolution notes: to allow the recording of a resolution narrative.
• Resolved by: this is auto populated with the current user when the incident is resolved
• Resolved: this is auto populated with the current date/time when incident is resolved

Copyright © 2017 Accenture. All rights reserved. 26

 TIME WORKED
• This section is used record time spent by individuals on the Incident every time they open
and save some information on the Incident.
• These records are editable but any new record can not be created.

Copyright © 2017 Accenture. All rights reserved. 27

 RELATED LISTS
Related lists display records in another table that have a relationship to the current record

Incidents can be linked to the following various records:

• Task SLAs
• Incident Tasks
• Attachments

Copyright © 2017 Accenture. All rights reserved. 28

 TASK SLA
Each Incident raised has a Service Level Agreement (SLA) which is defined by Incident type of the Incident

Service Levels: SLA’s for HR incident will be revised in future.

Information

• 1 Business Day (8 x 5 schedule)

Transaction

• 3 Business Days (8 x 5 schedule)

Service Issue

• 5 Business Days (8 x 5 schedule)

Compliment

• 1 Business Day (8 x 5 schedule)

Pause Condition for all the above State is ‘On Hold’ OR the state is ‘Resolved’

Stop Condition for all the above à State is closed

Copyright © 2017 Accenture. All rights reserved. 29

INCIDENT TASKS
Incident tasks are the tasks that can be raised to enable investigation of a resolution for the
incident.
This allows multiple teams to work on the incident at the same time.
If there are more than one task on incident or if the incident has to be handled by multiple teams in that
case an Incident task is created for each group and it is directly attached to the incident.
On click of new button on Incident task tab the below form appears

Copyright © 2017 Accenture. All rights reserved. 30

ATTACHMENTS
Documents, images and recordings can be attached to Incidents.
1. At the top of the Incident form click the attachment button.
2. A attachments popup box will appear (displayed below). Attachments can be added here via
the Choose Files button.
3.The Attachments tab in Related lists also can be used for the same.
4.Once attached, documents can be seen at the top of the Incident Form and also on the
attachments tab

Copyright © 2017 Accenture. All rights reserved. 31

ATTACHMENTS
To make any attachment as private, HR users can double click on ‘Is Attachment Private’ check
box and select as True.

Once an attachment is marked as Private, only member of assignment group can see that
attachment. It will not be visible to other users

Copyright © 2017 Accenture. All rights reserved. 32

INCIDENT FORM
Resolving an incident
• An Incident can be resolved by changing the state on an Incident record or clicking Resolve Incident
button at the top of the Incident record

• Changing the state to resolved, new fields will be shown under ‘Resolution Information’ Tab which
are mandatory

Copyright © 2017 Accenture. All rights reserved. 33

ADDITIONAL FUNCTIONALITY
Functionality on incident records:
• Resolved incidents are automatically closed after 5 calendar days if no update from the caller is
received.
• On hold reason field appears and is mandatory when incident state is “On hold”.
• VIP users are flagged with an icon next to the reference field.
• If an incident is “On Hold” for the On hold reason “Awaiting Caller” and the caller updates the
additional comments then the state is updated to “In Progress”.
• Category and Subcategory fields are mandatory while moving state to ‘In progress’.
• When a “reopen” inbound email comes into ServiceNow the following happens:
• If the incident is in “Resolved” state then the email body populates the comments field and the incident is pushed back to
“In Progress”.

• If the incident is in any state except “Resolved/Closed”, Incident’s comments gets updated as email body test along with
sender email id.

Copyright © 2017 Accenture. All rights reserved. 34

INCIDENT
MANAGEMENT

NOTIFICATIONS
 NOTIFICATIONS
Notifications are triggered automatically when events occur in the system.
• Incident opened for me
• Incident commented for ITIL
• Incident commented for ESS
• Incident assigned to my group
• Incident assigned to me
• Incident Resolved
• Incident Closed
• Incident commented and state changed

Copyright © 2017 Accenture. All rights reserved. 36

INCIDENT
MANAGEMENT

QUESTIONS