ServiceNow: logging and resolving an incident
Walk through the incident life cycle in ServiceNow: log a wireless outage, let impact and urgency set its priority, route it to the Network group, then record the fix and resolve it.
This interactive ServiceNow demo walks you through logging and resolving an incident step by step.
What this walkthrough covers
- Finding Incidents from the All menu
- Creating a new incident, INC0010023, for the caller Abel Tuter
- Setting the category to Network and the subcategory to Wireless
- Filling in a short description and the details
- Setting impact and urgency to High, which makes the priority 1 - Critical
- Assigning it to the Network group and submitting it
- Reopening it once the networking team has fixed the outage
- Adding a work note, a resolution code and resolution notes
- Recording who resolved it and when, then resolving it
How to use it
This is the incident life cycle every service desk analyst learns first: log it, prioritize it, route it, resolve it. The walkthrough shows how ServiceNow works out the priority from impact and urgency instead of letting you pick it, and where work notes and resolution details live on the form.
Because it is a captured copy, learners practice on a realistic form without a ServiceNow login, and there is no training instance to reset between classes.
Share it with new service desk staff before their first shift, or embed it beside an ITIL incident management lesson.
How it was built
The workflow was recorded in Chrome with Demo Maker Pro while clicking through the real interface at a 1536 x 864 window. Each captured step keeps the page's HTML, CSS and text instead of flattening the screen into an image, so it stays sharp at any size.
The tooltips, the opening card and the finish screen were added afterwards in the desktop editor, then the walkthrough was published to Demo Maker Pro hosting. The same project can be exported as a single HTML file instead.
Build your own interactive HTML demo
If the system runs in Chrome, record the workflow you already know and turn it into a guided interactive demo. Create it locally, export the HTML yourself, or publish it for a shareable link.
Frequently asked questions
Does this walkthrough work offline?
The copy on this page is published to Demo Maker Pro hosting, so it needs a network connection. Any walkthrough made with Demo Maker Pro can also be exported as a single self-contained HTML file, which opens locally without an internet connection, from a laptop or a USB drive. A copy hosted on an intranet or LMS needs access to that host.
Do viewers need a ServiceNow account?
No. The walkthrough is a captured copy of a real instance, so anyone can click through it without a login, a role, or a sandbox.
Can I make a walkthrough like this for my own system?
Yes. If the system runs in Chrome or Edge, Demo Maker Pro records it as you click and turns the flow into an interactive HTML demo you own.
This walkthrough was captured for educational purposes and is not affiliated with, endorsed by, or sponsored by the vendor of the system shown. All product names, logos and trademarks are the property of their respective owners. No customer data appears in this walkthrough.