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incident-management

Automate ServiceNow incident workflows from creation to resolution.

77|23|Updated Jul 16, 2025
Search Tags:#automation#workflows#incident-management#gliderecord#service-now#major-incident
One-click install
npx skills add https://github.com/serac-labs/serac --skill incident-management-serac-labs
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: incident-management
Source: https://github.com/serac-labs/serac/tree/main/packages/opencode/src/bundled-skills/incident-management
Command: npx skills add https://github.com/serac-labs/serac --skill incident-management-serac-labs

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

Incident Management automation for ServiceNow accelerates the creation, assignment, escalation, and resolution of incidents, reducing mean time to restore service.

Core Features & Use Cases

  • Incident lifecycle automation: creation, assignment, prioritization, escalation, and resolution across teams.
  • Major incident handling: declare major incidents, notify stakeholders, and coordinate response.
  • Data-driven improvements: query incidents, calculate metrics, and integrate with MCP tools for auditable workflows.

Quick Start

Ask me to create an incident workflow for a high-priority outage.

Frequently Asked Questions about incident-management

High-intent search queries and answers about installing and using this skill.

FAQPage Schema
How do I automate ServiceNow incident management workflows from creation to resolution?▼

ServiceNow incident management automation handles the full lifecycle from creation to resolution, applying ES5-based scripts to auto-assign ownership, prioritize, and escalate incidents to reduce mean time to restore service.

What is the best way to handle major incident communication across teams in ServiceNow?▼

Major incident handling in ServiceNow coordinates cross-team response by declaring major incidents, notifying stakeholders, and integrating MCP tools to ensure auditable communication workflows during critical outages.

Can I use GlideRecord queries to calculate incident metrics and validate resolutions?▼

Yes, the incidents toolkit uses GlideRecord queries for data-driven improvements, enabling metrics calculations, resolution validation, and comprehensive data extraction for auditable ServiceNow workflows.

Do I need ES5-based scripts to automate incident escalation and prioritization?▼

Yes, this incident management automation requires ES5-based scripts to execute prioritization, auto-assignment, and escalation logic within ServiceNow's native scripting environment.

How do I set up a high-priority outage incident workflow in ServiceNow?▼

You can create an incident workflow for a high-priority outage by prompting the automation to generate the lifecycle script, triggering creation, assignment, and stakeholder notification automatically.

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