Need suggestion for below classes to map with servicenow OOB classes

[vamshi2]

Hi Team,

We have requirement to load CIs so need suggestion to map with OOB classes in CMDB please suggest

1. Documents like policy, general 
2. links
3. Gateway (virtual Channel or virtual chat)

4. group system (Vendor Communication or Version Control)

[Dr Atul G- LNG]

Hi @vamshi2 

1. Documents like policy, general  ---> Business Process 
2. links. > what type of links?
3. Gateway (virtual Channel or virtual chat)

4. group system (Vendor Communication or Version Control) --These are like software.

[AJ-TechTrek]

Hi @vamshi2 ,

As per my understanding, below will be helpful but before that you should have brainstorming with customer to understand the actual requirement and use of these classes .

1. Documents (policy, general, etc.)

These aren’t typically configuration items in the strict ITIL sense, but if you must track them in CMDB:
* You can map them to:
* cmdb_ci_document (part of base CMDB if enabled)
* Or create a custom child class of cmdb_ci named “Policy Document” to hold fields like document name, owner, version, etc.
* Alternative: Store them in Knowledge Management and only store a reference/CI for critical controlled docs.

2. Links
If you mean URLs / web endpoints / APIs:
* Consider mapping to:
* cmdb_ci_endpoint – designed for URLs, API endpoints, service endpoints.
* Or create a custom subclass (e.g., “Reference Link”) under cmdb_ci if you want to differentiate static informational links.

3. Gateway (virtual channel / virtual chat)
Depending on what exactly the gateway is:
* If it’s a virtual appliance / load balancer / chat gateway:
* Map to cmdb_ci_lb_service or cmdb_ci_application (if it’s an app-level component).
* If it’s purely software, you can use:
* cmdb_ci_app_server or create a subclass of cmdb_ci_application.

4. Group system (Vendor Communication or Version Control)
If it’s a collaboration or SCM platform (like Git, Jira, or vendor portal):
* Best mapped as:
* cmdb_ci_application → capture software product info.
* If it’s infrastructure-level (e.g., clustered systems hosting these apps):
* Consider cmdb_ci_cluster or cmdb_ci_server.

Best practice tip:
* Try to align what you load into CMDB with actual, manageable CIs (hardware, software, applications, virtual assets).
* Non-IT assets (like pure documents or plain hyperlinks) might better live in Knowledge Base or Document Management.
* Create child classes only if the OOB classes don’t capture the unique attributes you need.

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Thank You
AJ - TechTrek with AJ
LinkedIn:- https://www.linkedin.com/in/ajay-kumar-66a91385/
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ServiceNow Community MVP 2025

[Its_Azar]

Hi @vamshi2 

you can use the cmdb_ci_doc class, which is specifically designed for document-type CIs. For links, the best fit would be cmdb_ci_url, as it allows you to store and manage URLs directly in the CMDB. When it comes to gateways such as virtual channels or chat systems, if they function as part of an application layer, you could consider using cmdb_ci_app_server or even a more generic class like cmdb_ci if no specific fit exists. Lastly, for group systems like vendor communication platforms or version control systems

If this helps kindly accept the solution thanks.