Display Service Offerings based on Incident Category

[Nisha30]

Hi,

In Incident Form, we do want to display list of only those Service Offerings , whose category = xxx (there is a field in SO table as string field) , matches with the incident category =xxx on the form.

example: If incident category = hardware, and in cmdb_ci_service table whichever records are having category = hardware, 

should be available.

Thanks

[Dr Atul G- LNG]

Hi @Nisha30 

For this, you need to:

1. First, add the category values at the Service Order (SO) record level.

2. Update the logic of category and SO so that the SO becomes dependent on the category, similar to how we have category and subcategory dependencies.

https://www.servicenow.com/community/itsm-forum/incident-category-based-on-business-service/td-p/707...

[Chaitanya ILCR]

Hi @Nisha30 ,

if it is 

javascript:(!gs.nil(current.business_service)? 'parent='+current.business_service: '');

update it as 

javascript:category=current.category+'^'+(!gs.nil(current.business_service)? 'parent='+current.business_service: '');

please share your the dictionary override of service offering field of incident

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[Nisha30]

HI @Chaitanya ILCR 

Service Offering form with OOB field CATEGORY

Incident form with CATEGORY

Service Offering Dictionary:

the script include looks like this

var displaytso = Class.create();

displaytso.prototype = {

  initialize: function() {

  },

  getTSORefQual : function(current) {

  var inccategory = current.category;

 var tsomatch = new GlideRecord('service_offering');

 tsomatch.addQuery('category',inccategory );

 tsomatch.query();

 while(tsomatch.next())

 {

    answer = tsomatch.sys_id;

    return 'sys_idIN' + answer;

  },

  type: 'displaytso'

};

[Chaitanya ILCR]

Hi @Nisha30 

just put this in this in the reference qualifier

replace ":" with ":"

javascript:'category='current.category

are you sure that service offering category choices and incident category choices?

if yes you can replace ref qual with above mentioned

if no

how are they mapped service offering category and incident category values?

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya