this is a video about cross fuses incident management turnkey for more information about topics covered in this video presentation please look at the description below alright we are going to start off by creating a new incident I'm going to go find the incident application in the application navigator and then find the create new module within it this is the incident form and you'll notice that it looks a little different than out of box this is by design and I'm going to walk through everything that's on this form and some important changes that we have made as part of this turnkey the very first thing I want to draw your attention to is the requested for field now the requested for field is one that should be very apparent as to what it's for however there's a little bit of history behind this traditionally incident management or the incident table has had a field on it called caller ID and functionally this was very similar to a lot of other fields on a lot of other tables so the requested for on the request table and several other fields on various task tables now traditionally cross views has promoted these reference fields on child task tables up to the task table and then had a series of business rules that sync'd them all together however in Helsinki this actually breaks and so we went ahead and retrofitted everything using a new solution that i'm going to show you now what this looks like is we on the task table have created a new field called you underscore CF underscore user so I'm going to go to the task table and configure dictionary we will then go look for column name which contains you underscore CF underscore user so this is a brand new field that is used to synchronize all of these other reference fields across all of the other tasks and task tables in the system so if someone puts something in the requested for field of another table it will be synced to this you underscore CF underscore user field right here now the label for this is called requested for if you'd like to change that that's not a problem but just to get things started to keep things in the same parlance as people are maybe used to we call this requested for now the business rule that makes all of that go I can be shown here and i'll go ahead and show that to you so let's go find user better yet let's try CF user sync user to you underscore CF underscore user so this is the business rule that goes in and synchronizes the various reference fields on all the other task based tables back up to that unified you underscore CF underscore user field on the task table so the actual script here is looks complicated but you don't actually need to change this script at all if you want to if you want to take advantage of this functionality instead what we've done is in incident management in the properties there is a property here called mapping of user fields on task tables JSON mapping of the table named primary user field key value pairs etc etc etc basically this is a JSON object that says for the ex table this is the Y field that contains the field that we want to synchronize to CF user so for the incident table for instance its caller ID for the change request table its requested by for SC request its requested for for a service management order its collar 4kb submission it's submitted by for visual task board tasks it's the owner field so that's how that's all put together all right back over to incident management so this requested for field although it is the caller ID field will be synchronized up to the task level and you can have reporting across the entire task table as a result so I'm going to show you a couple of the field decorations that we have put on the requested for or the caller ID field here on the incident management table the first one I want to show you is the alternate contact details field decoration when I click on that it pops open the alternate contact details filled the alternate contact details field is designed to be used if the person that's calling and maybe isn't at their desk or as traveling or has out-of-date information etc so if I type in James fairer for instance his location pulls up is payson utah so i say hello mr. Ferrar i see that you're calling from payson utah today and he says well no actually i'm calling from singapore oh alright what's a good number to reach you there oh it's 44 44 44 or 77 or whatever it is right so the alternate contact details field can have anything you want in it it it really doesn't matter it's it's here just for your convenience and gives you the ability to add additional information about the person that's calling in now if you have someone that calls in that is not a part of your system there are a couple of ways that you can handle this a popular way that people use to handle this is they use the guest account so if you don't really care about about these users these one-off users calling in and instead want to aggregate all of those users under one guest user this is probably the way to go I've seen this be very successful in organizations such as universities in the university setting for instance one of the things that happens is a parent will call in on behalf of a child in that case I don't really care about parent I don't care about tracking the parents information really I should be tracking against the child but if they are a child that is yet has yet to come to the University right so they're not in our system then using the guest field here works just fine are using the guest record now the third strategy and this is where our turnkey comes in is the ad / edit user dialog box so if I click on this and I decide that I am going to put in let's put in Venkman for we put in Peter Venkman and we're gonna put in Ghost Buster for gmail com business phone yadda yadda yadda yadda yadda yadda yadda yadda now when I hit save from this dialog box all of the information that I've put in here will be pushed into the user table and that user record will then be put into the requested for field so there we are Peter vanc Peter Venkman is now in the system and he's now in the requested for field this from a process perspective is maybe a little worrisome to some people they think oh gosh I don't want my eye till people to just be creating users willy nilly but if you've got an organization maybe that doesn't have a very strong active directory or or something like that this could be very helpful so one of the things that we've given we've we have for people to use is a special report on the admin home page called unregistered users manually added from the task form and so you can see I've added Tony Stark and Peter Venkman both of these will show up on the admin homepage and they can then go in and put in a correlation ID to get them synced up with Active Directory or they can delete them or update them as necessary but the point is if you use this solution you're allowing your ITIL users to create these new one off users but then that information into the admins home page where they can see from this report these are the new user records that I maybe need to take action on back on the form itself if I come in and decide to use Peter Venkman again once i have selected a user i have the option of [Music] moving on down through the form here there was one other thing that i was going to say oh well at any rate here we go so this is going to be i'm going to put this against Jonathan URI and when I put this against Jonathan yuriai get one more field decoration and that is the show related incidents field decoration when I click on this this is only contextual this is contextual in the sense that only if they have incidents will this appear so if I click on show related incidents this will show all of their incidents we have modified this just slightly to show only active incidents so we're not showing closed incidents etc alright moving on down the field here oh alright I remember what I was going to say here all right just a note on adding these these pieces here adding these field decorations when you go to install the turnkey you may or may not see all of them and if you don't come in and person or configure the dictionary and you'll see in the attributes field here a ref contributions attribute now it should have all of the field decorations that we've shown so far so the show incidents dialogue alternate contact details and add edit user if you don't see one of these you should be able to add it directly all of these are you imacros if you want to go look at the UI macro table you can go check out all of these macros and see how they're put together but don't panic if you don't see all of them when you install the term ki okay back we go back to the incident form we might actually create an incident at some point here alright I'm going to put in James Ferrars are requested for and you can see that his location field gets filled in the next thing that I'm going to do is select affected CI now from a best practice perspective this is very very very key cross fuse has held for a very long time the category and subcategory yeah not the best way to go about essentially categorizing for lack of a better word your incidents category and subcategory have a tendency to be divorced from reality and as a result you have to learn a whole other classification system in order to understand how to put in an incident so instead of using category and subcategory in our turnkey we use the affected CI or the CMDB CI field to do this the way we do this is we have a pretty hefty reference qualifier on this where we are filtering things down to only show business services or applications whose operational status is currently active this means that you can have a very mature see I cmdb but you won't see all of them in this affected CI field instead you're only going to really see the top logical layer business services service offerings and applications what this means is you have the ability to select a business service and really this is the best way of doing things is to select a business service or service offering that should correspond to nomenclature that your end users understand so if your end user is having a problem with their apache web server for whatever reason they don't know quite why it's going wrong but they know something's going wrong with it they can't get to it they call in and you as the person filling out this form now has have a decision to make well under the old category subcategory it might be network as your category and connectivity problem is sub category and unknown as you sub sub category but instead what we use when we use this affected CI field you can select the business service that is currently being affected by this incident now this tracks really really well with I till I till definition the ITIL definition of an incident is when there is an service that is impacted right when it's impacted or degraded for whatever reason that is an incident and so by using service as our central hub we get a lot more mileage instead of having categories now while we're on the topic of categories i will point out that the category field still lives in our turnkey it simply has been relegated over here to the side and i'll talk about that in a bit what we've what we've decided to do there when I fill in an affected CI a couple of things happen first off I have a CI map field decoration that shows up I have an active outages field decoration that shows up and I have a I believe a current active tasks affecting this configuration item so the active tasks affecting this configuration item is ours as well as the active outages affecting the CI now I'm not quite sure where the delineation point is this active outages piece though is a part of our cmdb offering so you may or may not see this when you install incident management the point here though is this has a lot to do with this info message at the top when I select an affected CI that has a current outage against it I will be shown this message at the top and I can take a look at the actual outage itself right here moving on down the form here we've got impact urgency and priority those are out of box fields and so we don't really change much about those however we have added a field decoration off to the right and this is called a field explanation now this is our custom functionality and it is it's set up in such a way that you can provide better informational messages than these blue boxes that are normally shown you know out of box so you see here that we've got a table with custom backgrounds that explains a little bit more about our definitions for impact and for urgency just to help users along now for the sake of not losing this record I'm going to go ahead and put in Apache web hosting is non-responsive and I'm going to hit save great once I've done that I can actually go in and show you how these field explanations are put together so I'm going to configure label on impact here and as soon as I do that you'll notice that we've got the field explanation which is ours this is custom a custom field and this is actually an HTML field that you can go in and define whatever HTML you like so very handy very nice it doesn't work on all field types but so keep that in mind that it doesn't there are some field types on which it just doesn't work at all but for most field types the field explanation functionality works great and it's a great easy win for your administrators for the for the clients you're installing for all right moving on down the field or the form rather go up to the upper right-hand corner and the category field as promised is still here and let me tell you a little bit about what we believe the category field really should be used for a lot of times when people when clients install incident management or when they installed service now in general actually incident management makes a lot of sense it's a ticketing system it's a single table it makes a lot of sense however other parts of the system may be a little foreign to them for instance the Service Catalog which feeds into the request table the requested item table the category task table or the catalogue task table it's a big technical lift and so oftentimes clients will say well can't I just create a task based table because I've heard you can do that and I've done it in my admin training course can't I just create a new task based table that is called request and just use that now we've been down this road a couple of times as a company and I can tell you what will happen over time is you'll create a new task based table called whatever requests and at first it will be distinct and different and it will have all of its fields but over time it will begin to look very very much like incident it's eerie how quickly the request this new request supposedly different table begins to have the exact same functionality as incident management so what we've decided instead is to basically say look when you have a need for really really lightweight request management just use the incident table but change the category to be request as soon as you do that you can fork off of that value you can turn off SLA s you can automatically assign things differently whatever but the point is when you go to actually do your metrics and your reporting and things you can filter out all incidents where category is your request in this way you get the exact same functionality as the incident table but you don't have a separate table and it's really easy to to report on things all you have to do is be aware you have different categories and maybe you need to take those into account when you're reporting things now the inquiry / help category kind of leads us into a separate discussion and that is the new call form the new call record producer now that's that that's a that's another point of entry for incident management and we will cover that shortly all right contact type as well I'm going to go ahead and punt that just for now to when we talk about the new call form but for the moment just be aware that this is something that if you're reporting based on when people walk in based on when you have chat with self-service phone and email etc this is a way for you to change and report on you know the this field you can report on and run reports very easily on it now everything that we do in our turnkey and this this really is sort of getting ahead of ourselves just a bit but everything that we do from the turnkey is designed to fill in this contact type field automatically so if you open up an incident from chat the chat contact type should be checked if someone if you use the new call form the phone should be selected if this came in via an inbound email action then the email contact type should be selected automatically so honestly you shouldn't have to do much with this field but if you want you can change if necessary alright next we have a state field and this is pretty straightforward except that we have very strong opinions about how this should be done so the state field traditionally has been a real sand trap for new service now administrators people don't realize that this state field really does come from the task table and that means that when you make a change on the incident table unless you do it correctly it can really mess you up because now you're not changing the state's just for the incident table you're changing them for the task table which affects everything now there is a way to get around this and I'm not going to go into it here there's plenty of good wiki articles that have been talked about that have talked about how to do that but really the reason why I'm sidestepping is because our turnkey actually sidesteps this whole issue altogether we advocate sticking with the out of box state fields in the outer box tape fields generally speaking well and we I believe we make a change in maybe the ordering on these a change or 22 out of box date fields but our belief is that this set of new assigned work in progress pending resolved and closed which is not being shown right now that really does represent the whole life cycle of all task types so we leave this list alone we don't really change this list if you need more information however if you want to you know put a special sort of state for this particular table then we advocate using the sub-state field now the sub-state field in this case has been set up to listen for the pending state it's actually a UI policy in place that's set up to listen for when this is the pending state or resolved state both of those states have substates defined and so instead of having a state field that has 20 different items in it instead we have a very clean six choices and from there if you select one that happens to have substates defined you can come in and select one of those so when you're deploying this turnkey for new clients and they have very specific states that they want in here we really really want to push them towards using the out of box state field and then using the sub-state field to really give more information and customization now if you want to get into all of the the [Music] all of the the ins and outs of how this is put together these this all has to do with the choice lists themselves so if i come down to incident you'll notice that for the incident table and the sub-state field I've got a value a label and a dependent value this dependent value is whatever values in the state field so I've got a few that are on negative 5 which is pending and I've got a few that are on six which is resolved so if you need to add more it's very easy just come in here and add a new choice very very straightforward okay well that that really does that shows us that that takes us through the state field again try and stay away from modifying this out of box state fields instead work within the framework of sub state and most if not all clients are really happy with how that comes together alright moving on down to assigned to an assignment group I'll show you a couple of other pieces of functionality here if I add myself to the assigned to field you'll notice that the assignment group is backfilled this is our turnkeys functionality and it has to do with default group functionality what this what I mean by this is we have a special client script combination that looks at whoever's in the assigned to field and then backs into who their default group is so there's a couple of ways that this works I'm going to go into my user record and show you how this is configured take just a second to load here alright so what you can do is within this user record here there are two groups that I'm assigned to and there is an order field on this on this related lists here this this mini this sis user group table we have an order field on it the order of this order filled determine if this is filled in so if I have this set to be 10 and i have this to be 5 that means now that facilities request assignment group is my default group that is more important so that what that does is really provides a way for you to define you know what what level of precedence each group should be given now there's also a default field on this form there should be at any rate it's probably on a different view but for sake of demonstration I'm going to go in and modify the form layout and go find default group waiting waiting oh boy alright let's go ahead and cancel that try that again configure form layout boy that's not good all right let's go ahead and go back this time I'm going to go ahead and just configure the dictionary maybe that will take us where we need to go all right let's go find default all right here it is it's you default group and so if I if I add the default group to the user forum I can use that to override the order that is in the related lists below so it's it basically depends on how your organ or clients organization is set up but you've got a couple of different ways where you can configure this so I'll just for for sake of argument i'll go ahead and show you what this looks like go into the users table and i'm going to use the gear icon to add the default group which was here to begin with default group put that right in the middle and i'm going to go find myself and change my default group to be the I guess facilities request assignment group we'll leave it at that now what's interesting about this is that only showed two and so I believe what this does is it only pulls up yeah these only pull up the members the groups that you are a member of and so you notice that I was a part of facilities and service now admin so I can't have a default group that's outside of my group assignments if that makes sense so I'm going to go ahead and leave this as facilities request assignment group will call that good and now on incident management I'm going to go to my open and let's go find our incident that we've been working through I'm going to now clear out the assignment group clear out myself add myself and we now see that facilities request assignment group filled in there so default group can be pretty powerful it's very very nice to work with okay move it on down the forum at this point is probably worth noting that you see this get assignment suggestions piece right here the link this is a separate application and if you want to go check it out go look at the ServiceNow store this is a shameless plug because I Jonathan eerie I built this so you should go definitely go check it out in a nutshell it analyzes whatever is on the incident form and gets you suggestions as to where it should actually be assigned but we'll leave it at that for right now while we're talking about assignments something they note if you select an affected CI that has the support group filled in it will fill in the assignment group over here on the right so that's kind of nice however if you've got something like I'm already filled in as assigned to and I change this to email and then change this back to blackberry it shouldn't over oh no it does overwrite it there you go so this is all client script based all unchanged client script base and so if you want to go in and change whether that overrides or not honestly part of the reasonable hand confused on it is because every other client does it differently so all of these pieces are in place the client scripts you I policies that make this all go should be pretty pretty easy to track down but for right now I'm going to add myself after clearing out this assignment group there we go all right I'm going to save that make sure we don't lose anything we've got continuing onward we now have this time worked field now if you've you worked with the time worked field before you'll know that if it is on the form if it's being shown in this duration field automatically starts clicking upwards as soon as you open the form this is both a blessing and a curse it's a blessing because it means that we're tracking time based on everybody that's come into this incident and then subsequently hit save so anybody who came in and cared enough to make it change to it we are going to track their time worked and let me just show you what that looks like if I were to put in 10 minutes and hit save the time work now shows up in the time worked related lists so who did it the time worked and if you want to go back in and fill in some comments you can do that now this is a blessing because if someone who's not working on the incident comes in and looks at it makes a comment and hit save we can track their time against it however more often than not this turns into a curse the fulfiller or the person that has this incident signs to them will pull up the incident and then go to lunch and over lunch this time worked tracker will just continue to click up and up and up and more often than not you get really really garbage sets of data that are disproportionately favoring those incidents where people happen to open and then leave for lunch so instead what we do is we have a client script on this page that pauses the time worked field if you want to you can always hit the start button play button and have it automatically track up for you but we find in most instances it's better to go in after the fact and say I worked on this for 30 minutes then to allow the system to check for you that's that's really what we what we advocate and so that's what we've coded now that takes care of our meta fields up at the top the next field that is is important to take note of is the short description field specifically because we have added our dynamic search UI for matter to the page now if this doesn't show up for you here make sure that you go to form layout and on the form layout if you don't know this the way that this works is the first things that you see on the left our fields all the way down to the splits at the splits we then stop and we've got annotations and charts and then we have UI for matters so these are processed flow for matters and anything else that you may that you may have defined as well as some stuff that service now is put together after that everything in red are actually related lists and so if you put them on this form they then become embedded related lists very handy anyway so our UI for matter are sorry our form our formatter that we've got on this form here is called dynamic kb search I've already added it to this incident form but when you go to install incident management as a turnkey dynamic kb search is not automatically shown the reason for this is twofold number one we doesn't want to own a we didn't want to dictate to the incident to the users to the clients rather exactly how their forms should go let me back up on this a little bit we do have some form changes obviously we have some form changes here and if you're coming into a brand new client then you should totally you should definitely accept those form changes however if you're coming into an existing client that's made some changes to incident it's probably better to leave their form changes in place and then in and then configure as necessary or some combination of the two you really have to sort of play it by ear but the dynamic search that we bring in here is one of those things that I do not believe we add by default and so you need to add that another reason why we don't add it by default is because service now actually has this functionality we had it first and it's rather suspicious that service now came out with something very similar to what we already had but that's water under the bridge there's just called contextual search and if you want you can go in and I think it's just under contextual search you can create a new one and add it to the incident form instead now our dynamic search is really nice has the ability to look through kb articles to dive through categories it's in knowledge bases really cool stuff we also have a fixed my issue button which you'll see later which allows for incident deflection instead of creating an incident instead we log it in the kb usage table but I don't want to delete that alright so that's the short description field we're not we're not changing any of the field decorations on this form so if you want to click on the suggestion you can do that if you want to click on the search knowledgebase you can however what we found with this search knowledge base field decorations that people just didn't use it right so that's why we have the dynamic search that as people type in their short description we have some knowledge knowledge articles that are being shown to them automatically all right Matt takes care of the upper portion of the form we have another portion of the form here which is our notes section as you might imagine this is this is pretty straightforward we do clean up the form a little bit here so that your watch list and work notes list both appear in later versions of service now they've actually toggled these these notes fields so they basically collapse all of them into one and you have to go looking for work notes by default additional comments as being shown but the difference between these two is that additional comments goes out to everybody including the assignee yes I am and the requester the work notes field on the other hand it will only go out to the people in the assigned to or if assigned to is blank in the group so if you want to keep things internal you put them in the work notes external is additional comments the watch lists behave much the same way that you'd expect you can add individual users you can add raw email addresses and then whoever will receive additional comments will you know the watch list will also be added to that whoever would receive work notes if they're in the work notes list they'll also receive those in the related records forum section we have a couple of other places where we are linking to other parts of the system so if you come into this incident and create a change or create a problem etc that this is where it's going to be filled in change requests in problem also we have a create knowledge check box now the create knowledge check box is not ours however what we're doing I'm going to go ahead and reload this forum to show you what I what happens here when you check create knowledge we have a client script that says hey before you do this you should probably review the knowledge search results so that you don't have duplicate articles really fast easy win here and that's that's us we created that now is create knowledge only goes into effect once the incident is moved into a closed state not a resolved state but a closed state so that is the UH perform at the bottom of the form we have affected see is task s la's child incidents time worked affected see is this answers the question of what happens when you're your client says well what happens if the affected CI we originally thought it was Apache web hosting but either it was three things that went down or it was we want to add more detail right so Apache web hosting is still valid but we want to bring in the exact server that went down or the exact switch whatever all of those questions we answer by using the affected c is related lists so this is more of a best practices discussion than anything else but here you you'll notice that apache web hosting is being added to affected CIS but i can also come in and let's go ahead and just save this form before I move on I can click on the edit button and this gives me the entire cmdb so all the servers all the discs all the switches etc so this is this is the jet engine via where it's got everything there but it allows you to come in and put in all the affected see eyes that you want now task s la's this is important to bring up as well our turnkey actually ships standard with a full set of SLA definitions SLA is there something that are out of box that there's nothing new there however what we are doing is we are giving people a full set that they can work with right out of the gate so we have resolution and response for all of the priorities and we have them set up with start stop pause conditions as you might imagine and we at that point will turn around to the client and say alright does eight hours make sense or is it 30 minutes or is it eight days whatever you want you have a specific schedule that you want to use do you want to take the schedule off etc but the point is all of our SLA definitions we ship standard in our in our turnkey and so instead of starting from scratch people can take these these set a vessel A's and use them for their own nefarious purposes all right back on the incident form here our task SLA czar are merrily moving along here the as soon as I move this into a work in progress state I believe that my response SLA will be completed there we go and now we're just waiting for resolution which is as good a time as any to talk about resolution when you close an incident is a period of time where you are essentially synchronizing with your end user the fulfiller the person who has been working on fixing this incident reaches a point where they think the incident has been resolved now remember according to the ITIL definition of an incident resolution doesn't mean that it won't happen again necessarily it means that the person has been empowered to move on and get their work done the example that I always give is if solitaire goes down on your computer if you can no longer play solitaire on your computer that's an incident giving that person a deck of cards so they can play solitaire on their desk is a resolution a possible resolution workaround to that incident and in that case the incident is resolved as you might imagine this leaves a lot of room for questions a lot of room for dialogue back and forth between the person that originally requested this incident and or flag this incident and the person who's been working on it so the person who's been working on it goes up and resolved the incident now they can either do this using the button or changing the state to resolved I'm going to use the button because all it does is changes the state to resolved now as soon as I do this watch what happens I change it changes the state to resolve sub-state now appears and becomes mandatory that's important this is my closure code I'm going to go ahead and select I solved it permanently in the notes section additional comments is now required this is because additional comments is used to fill out emails and email notifications and I want to do a good job of communicating back to my original requester that what I did to solve it and what's what's happening so things are fixed now thanks for letting us know and I'm now going to hit resolve incident again or save either one works just fine and it's now gone into a resolved state which is great that's that's wonderful at this point the SLA is all stopped ticking away and here we go it is now paused so it is now paused right at the moment and we are now waiting for the end user now in my experience and from what we've seen it cross fuse there are three things that can happen at this point number one your user says no it's not resolved it's still open try again number two the user says hey it is resolved thank you so much for resolving my incident yes I accept your solution or free they say hey it's fixed I can go on my way and you never hear from them again more often than not it's the third thing that happens so the end user as soon as their problem is fixed you never hear from them again and this is a problem because we don't want the state to stay resolved for forever we now want to move it to a closed situation so there's a couple ways that this can happen the first is that an end user can come and can receive an email and respond to this email saying yes I accept the solution so we are going to go into the email logs I'm going to open this up in a new tab alright so your incident has been resolved let's go ahead and preview HTML body on this we say so if this issue is not properly resolved click here I don't know if you can see it in the bottom left of my screen this is a mail to link that will open up my personal email in this case this will open up regarding instant and X with a watermark at the bottom so that it gets it gets synced correctly and it sends it back to your ServiceNow instance so that's fine so we are we're allowing them to reopen it from here if they'd like they can also view the incident and then click except the solution if they want to it can come click accept the solution or they can do nothing if they reopen the incident the only thing that happens is it moves back into a work in progress state the assignee gets a notification saying hey your works not done yet we go through the cycle again if they accept the solution it moves to a closed state and it can no longer be opened again this is a key point when it's in a resolved state it can go back into an active state that's fine but once it moves to a closed state that incident is now closed any further work needs to be done in a separate incident more often than not though the person will say yep it's done and you'll never hear from them again so in that case what we've got is a scheduled job called incident auto close and the incident auto close script runs every hour and it finds first off a property that you can define this is basically an amount of time that we wait before closing an incident you can change that to be whatever you or your client wants it to be and then from here we go find everything where the state is resolved or six and if it has tripped that time period 24 hours 36 hours whatever then we close it up this is to keep this is to keep us from getting zombie incidents but really the power of this script is that not only does it take into account the time that you've defined it also takes into account a schedule that you've defined so if someone's incident is resolved at five-thirty on a friday afternoon if we had a 48-hour auto close with no schedule considerations then sunday night at five-thirty we're going to close that incident and maybe that end-user never had a chance to look at our proposed solution to see if it really was done so instead what we'll do is using if we select a schedule that has weekends excluded will wait all weekend and then begins begin counting up on Monday and so by tuesday at five thirty then we'll close it so this is something that our turnkey does it allows us to take schedules into consideration and it seems to work really well for clients now speaking of this closure process one of the things that we've done a lot of in our turnkey is notifications so you saw that just briefly if I go into email logs it's kind of nice that I'm the only one in this system today that's triggering notifications you can see that there's quite a few incident notifications that went out during this process so we had one that was opened on your behalf which was sent to the end-user an assignment you know saying that have been assigned to group hardware been assigned a group itsm engineering etc etc so there are a lot of email notifications that are in the system and we have touched or updated quite a few of them so I'm going to go into email notifications and let's go find everything where the table is incident so there are 18 notifications attached to incident we don't have time to go through all of them today but we have modified quite a few of them so our turnkey simply goes through and really cleans these up and makes them functional right out of the gate some other things along the along the lines of resolution let's go back into our incident list I'm going to open up all open incidents we have a couple of bulk actions we've got bulk resolve now bulk resolve is you I action if you select some of these records and then choose bulk resolve it will pop up a dialog where you can select state and sub state and essentially push that information to all of the records that you have selected this is ours and by default it is turned off when we deploy this into customers instances the reason why it's turned off is because people have a tendency to abuse this and you start losing metrics you start losing valuable pieces of information when every two weeks you just go in and close 3,000 incidents really we want people to be doing this incident by incident just to make sure that we're getting good data for all of our reports etc but it is available and if you want to go in to the UI actions attached to the incident table and activate that bulk resolve you I action you very definitely can we also have a resolve spam you I action which means that each of these records that i have selected will be resolved with a sub state of spam so if you've got inbound email actions that are creating incidents up the wazoo you don't have a good filtration system set up it's very easy for you to go in check all of the offending incidents and resolve spam very quickly okay that really takes us to the end of the incident process the main incident main incident process there's just one other thing that I want to show and that is the new call form the new call form is something that mark Stanger developed many many moons ago on service now guru but we roll it into our turnkey the idea here is that new call is an interim an intermediary between deciding what kind of task you're going to be creating so let me set the stage for you you are a service desk worker and you get a call you pick it up you say hello my name is this is jonathan yuri may have your name and someone says yes my name is mark Stanger excellent hello mark Stanger how can I help you today well I'm having a problem with my email right so that's what they say okay write this this is probably an incident x alright so tell me about your problem with your email well the problem is I just don't have one I I came here three weeks ago and they said that I was going to get email setup and I still I'm using my own personal email account to do all my communications say oh alright well let's pause right there notice that as I'm typing in the short description i'm getting both knowledge-based results and Service Catalog results well honestly that doesn't sound like an incident to me at this point that sounds like a catalog order that sounds like something worth hanging to just go in and get a new email account so what i'm doing is i'm talking with the person and i'm putting in as much information as I can as soon as I reach a point where I am comfortable making a decision I can hit submit and it will it will go to whatever destination I've selected so i'm going to use apple iphone 5 because i know it has a request for field when i hit submit we get patched over to that that item and if there was a requested for field then marks name would get filled in right there there isn't so the other thing that can happen is if i say is from arc stanger this is an incident email is broken and then hit submit this will bounce me over to the incident form create a new incident for me fill in as much information as I had on that field or on that form and it will set up my contact type of phone right there now if I come in here to New call and instead choose something like request you remember that lightweight request that we talked about where it's it looks like an incident smells like an instant except we don't want to report on it as an incident I can now hit submit and when it comes into the incident form notice that the category has already been set to request so this new call form can be really powerful it allows you to do a lot to route things where you want to go and it eliminates the potential errors where you in assume that someone has an incident and it turns out really it was a catalogue worker all around you'll notice that we've got a couple other things in here facilities request HR case in catalog order this can all be configured based on this submit you I action so if you want to add more more choices to the call type field and then use those choices to bounce you to different parts in the system you can nuke all along the same vein we have another product called CTI confute computer telephony integration so if your organization has any sort of screen pop or you know that your your phone rings next year desk and something pops up on your screen we have something that can actually work with that just fine you notice that I've got here in this instance a new call CT I call simulation this is as if someone named Joe employee with business phone this called in and as soon as he called in this screen that we're looking at right now is what would show up on my screen as as the fulfiller so instead of saying hello who is this I could say instead hello Joe how are you if someone calls in that has a phone number that matches multiple people we have an intermediary step where we can say is it Joe or is it Jonathan URI here and then you can say hello is this Joe no this is jonathan theory Oh perfect how can I help you and from here on this screen we've got the ability to see what incidents they've got open what requests they have open you can impersonate the user you can order from the catalog on their behalf you can view their cattle calendar etc now CTI computer telephony integration is a different product but I thought I would I thought I would bring it up because this is another place where incidents get fed from you can create an incident right from here another place where we get incidents from is from CMS or wreck producers in general generally speaking there is at least one record producer for incident management and actually and just instead of showing you the record producer i'm going to show you the customer portal this is another product that we have the CMS solution and within CMS we have a menu item that links directly to the report and issue record producer this is another thing that we ship with our incident management turnkey so even if you don't have our CMS you can still link to this this is an end-user oriented form so you notice that we don't show urgency we just show impact we allow them we allow them to explain how this is affecting them but we don't allow them to dictate to us us meaning the IT department how urgent it should be so we also have the ability for them to select a business service honestly the biggest the biggest change I've seen on this forum is clients don't like the name business service because their end users don't know what that is so instead they rename this what's going wrong or application that's affected or something like that and then here in the short description you'll notice that we also have a fixed my issue button I mentioned this earlier on a new record this fixed my issue will show up and allows you to have true incident deflection if I click this it will put a record in the kb underscore use table saying that for this search term this kb article resolved an incident but in the absence of that oh and i also have the ability to say yes this is related to a previous incident if i have a previous instant number i can provide it there very nice to be able to do when i hit submit this will take me to my incident and my incident is now filled in this is a self-service view and i can just see impact so all the things that i can change very nice so that takes us to the end of our incident management turnkey a note on the turnkey itself servicenow has demonstrated a willingness to go in and change things that are pretty core to the system so incident management has stayed pretty static for a while now however i understand that recently they have added some new fields such as a business service field to the incident table and what this just means is keep your eyes open and as new functionality comes along it's important to recognize that it's there and it's important to figure out how our turnkey functionality should play with the new functionality but for now that is all that we were going to cover today it's a pretty full featured turnkey and really when you install it you're ready for uat once it goes in you're ready to show it to end users and ready to fill in those gaps for specific organizations it really really is a huge time saver I hope this has been informative thanks for your time