How does DCG attached to a service offering for computer CIs help routing tickets faster

[Community Alums]

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?

[Dr Atul G- LNG]

Hi @Community Alums 

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.