How does DCG attached to a service offering for computer CIs help routing tickets faster
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎05-27-2025 11:58 PM
A DCG ), which is a collection of Configuration Items (CIs), is created and managed by End User Services Technical Services. However, in real-world scenarios, such as when a user reports an issue with their computer, the CI reflects the specific computer name. In these cases, there are no automatic offering suggestions because the CI is part of a DCG. Selecting the DCG doesn't resolve the issue; the individual CI must be chosen.
What is ServiceNow's recommendation in this situation?
- Labels:
-
Data Foundations
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎05-28-2025 06:19 AM
Hi @Sa_Ra
If I understood correctly, you want the Service Order (SO) to be populated based on the Configuration Item (CI). If that’s the case, do you have a CI-SO relationship built? You would then need to build logic, like a dependency, so when a CI is selected, the SO is automatically populated.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
****************************************************************************************************************