PlatformZoeVoice
Richer ServiceNow incidents: affected services, related records, watchers
When Zoe raises a ServiceNow incident she can attach the affected configuration item, business service and service offering, link it to an existing incident, problem or change, and add people to the watch list — in chat or by voice.
- Ask Zoe to find the affected server, application or service and she searches your configuration items and service catalogue before creating the record, so dependency views and affected-item lists fill in.
- Ask her to link a new incident to an existing incident, problem or change and she searches for the match by keyword first, which also surfaces the major incident already covering the issue.
- Adding someone to a watch list now works on a voice call as well as in chat, and you can name the person by email address or username.
Adding an affected user to an existing incident is usually better than raising a duplicate, and Zoe now suggests that when she finds a match.