How is the "Company" field populated on Problem tickets in ServiceNow?

[jahnavi_bitra]

Hi Community,

We are trying to understand the logic/business rule used to populate the "Company" field on Problem tickets in ServiceNow.

Specifically, we need to know whether the "Company" value is sourced from:
1. The Configuration Item (CI) associated with the Problem, or
2. The Assignment Group linked to the Problem, or
3. The Incident(s) from which the Problem was originally created.

This information is important for our monthly reporting and we want to ensure the data is being populated consistently and correctly.

Has anyone encountered this before or can point us to the relevant Business Rule, Client Script, or configuration that drives this behavior?

Any guidance would be greatly appreciated. Thank you!

[Dr Atul G- LNG]

Hi @jahnavi_bitra 

. The Incident(s) from which the Problem was originally created.

- incident.callername.company --> Problem record

[Dr Atul G- LNG]

Hi @jahnavi_bitra 

Problem Created from Incident Properties

List of attributes (comma-separated) that will be copied from the incident to create a new problem

[Ankur Bawiskar]

@jahnavi_bitra 

it doesn't get populated with any OOTB logic as per my understanding

I believe you need to discuss with your customer how they wish to populate and use that field for reporting

But please check in fresh PDI by creating PRB from INC.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Dr Atul G- LNG]

It is from : incident.callername.company --> Problem record