We just implemented ServiceNow. From an incident you can create a Request (an associated child record) from the incident, however we can't do it the other way around

Most definitely! Ideally (assume your ITSM tool will) you should keep a parent incident and issue tasks (or a child incident) linked to the parent. However, if the issue is being handed off and that team will complete and resolve the incident should be transferred. The only gotcha here is metrics. Y...

Incidents are both easy and not so much. A degraded service or outage sounds simple, right? We typically view this as anything that impacted one of our users or a service. So, if we we have an agent on an endpoint that isn't reporting back to us as we would expect, would you classify this as an inci...