Can we give incident category, subcategory and respective assignment groups details while adding CI

[hari59]

Hi Community,

Can we give incident category, subcategory and respective assignment groups details while adding CI's in CMDB? if so which table do we need to add?

Regards,

Srinivasu

[sourav1999]

No, you cannot directly associate incident category, subcategory, and respective assignment groups while adding Configuration Items (CIs) in the Configuration Management Database (CMDB). These are different entities and are managed separately in ServiceNow.

- Incident categories, subcategories, and assignment groups are part of the Incident Management module and are stored in the Incident [incident] table.
- Configuration Items (CIs) are part of the CMDB and are stored in the CMDB [cmdb_ci] table.

However, you can create relationships or mappings between these entities using different methods like Business Rules, Script Includes, or Workflow. This would allow you to automate the process of assigning incidents based on the CI details.

Here are the steps to create such a relationship:

1. Create a Business Rule or Workflow that triggers when an incident is created or updated.
2. In the script of the Business Rule or Workflow, fetch the CI details from the incident record.
3. Based on the CI details, determine the category, subcategory, and assignment group. This mapping logic needs to be defined by you based on your organization's requirements.
4. Update the incident record with the determined category, subcategory, and assignment group.

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