This article explains about how to create incidents in ServiceNow for Similar Incidents
training in Watson AIOps.
The below steps to be followed to create incidents in ServiceNow.
- Create ServiceNow users
demo1
and demo2
- Assign
incident_manager
role to the above users
demo1
user create Incidents
demo2
user resolve those Incidents
demo1
user close those Incidents
1. Create ServiceNow Users
Lets create demo1
and demo2
users using the steps below.
-
Enter user
in the top left search box to get Users
menu on the left menu bar.
-
Click on Users
menu.
-
Click New
button on the top.

- Enter the following values.
- UserId. The value could be
demo1
.
- FirstName
- LastName
- Password
- Click on
Submit
button

User would have been created and displayed like the below.
- Click
New
button on the top to create another user.

- Enter the following values.
- UserId. The value could be
demo2
.
- FirstName
- LastName
- Password
- Click on
Submit
button

User would have been created and displayed like the below.
2. Assign incident_manager Role
- Choose the
demo1
user

- Click on
Edit
under the Roles
tab

- Type
incident
in the Collections
text box.
You should get incident_manager
role displayed in the list box.

-
Move the role to the right side list box
-
Click on Save
button to save this role.

- Repeat the same steps (1 to 5) for
demo2
user.

3. Create Incidents
Create incidents using demo1
user.
-
Login as demo1
user.
-
Enter Incident
in the top left search box to get Create New
menu on the left menu bar.
-
Click on Create New
menu.

- Enter the following values.
- Caller
- Short Description
- Description
- Impact
- Urgency
- Priority
You can use the following text for Short Description
Having problems with Creditscore service
Unable to access Creditscore service
Creditscore service unavailable
Issue with Creditscore service
Cannot access Creditscore service
Creditscore service is Down
Creditscore service is not responding
- Click on
Submit
button.

The incident would have been created and displayed like the below.

- Repeat the steps 3, 4 and 5 to create atleast 5 incidents.
The incidents list would look like this.

4. Resolve Incidents
Resolve incidents using demo2
user.
-
Login as demo2
user.
-
Enter Incident
in the top left search box. It shows all opened incidents.
-
Click on Incident
menu.
It shows the incident list as like below.
- Select an incident from the list

- Enter the following values.
- Knowledge
- Resolution Code
- Resolution Notes
You can use the following text for Resolution Notes
Creditscore service pod is restarted and it is working now.
Creditscore pod is killed and it is functioning properly.
Reinstalled the Creditscore pod.
Redeploying the Creditscore service solved the problem.
- Click on
Resolve
button.

The incident is resolved.

- Repeat the steps 4, 5 and 6 to resolve all the 5 incidents created.
The incidents list would look like.

5. Close Incidents
Close incidents using demo1
user.
-
Login as demo1
user.
-
Goto incident list screen
-
Choose one incident from the list

- Enter the following values.
- Click on
Close Incident
button.
The incident is resolved.

- Repeat the steps 3, 4 and 5 to close all the 5 incidents created.
Released by :
- Jeya Gandhi Rajan M
- Vijaya Bhaskar R Siddareddi
- Vijay Sukthankar (Squad Leader)
Hybrid-Cloud Squad, GSI Labs
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#CloudPakforWatsonAIOps#ServiceNow#Integration#IncidentManagement#HowTo#training