ServiceNow Form Standardization Update

The ServiceNow Forms Standardization Update aims to improve consistency of our form layouts across different domains. Fields have been moved around and are now all grouped under individual sections. 

A "Collapse/Expand" button has also been added to the top of the forms that will close/open up any sections on the form to improve ease of navigation.

IMPORTANT: The forms update introduces a new field to the Incident Form called "Incident Type". This field determines what additional fields are shown/hidden. The Incident Type field has the following options.

1. Alarm
2. Inquiry
3. Instability
4. Outage
5. Security

Once you determine the appropriate Incident Type, update this field so that any relevant fields may load. 

IMPORTANT: One notable change on the Incident form is the removal of the "Outgoing Notification Text" field. Now you will instead put that same information in the "Description" field of the ticket. The Change form will still retain the "Outgoing Notification Text" field, as Changes have separate purposes for "Description" and "Outgoing Notification Text".

Here is a breakdown of each ServiceNow Form Section and the fields contained inside each.

Details:

Next Action:

State:

Assignment:

Categorization:

DDoS Fields:

Contact:

Notifications:

Network Impact:

Affected Assets:

CMDB Affected Assets:

Related Records:

Notes:

Email:

Closure Information:

Active Alerts:

Here is a breakdown of the layouts of each individual Incident Form Type (Alarm, Inquiry, Instability, Outage, and Security). 

 

Alarm Form:

Inquiry Form:

Instability Form:

Outage Form:

Security Form:

Here is a breakdown of each ServiceNow Change Form Section and the fields contained inside each.

 

Details:

Next Action:

State:

Assignment:

Categorization:

Schedule:

Notifications:

Network Impact:

Affected Assets:

CMDB Affected Assets:

Related Records:

Planning:

Notes:

Email:

Closure Information:

Active Alerts: