Incident Category not matching Dependent Value in ServiceNow
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10-08-2024 05:42 AM
Our Instance is utilized by three different departments: one on the IT side, which utilizes INCs and RITMS, and the other two on the Customer Service side.
In Customer Service, I can create Services with their respective categories by adding the dependent value. We also have data segregation showing only a specific set of Services/Categories for both depts that use CS.
With Incidents, I am not able to set categories to a Service using the dependent value. ALL Services have the same set of categories and sub categories. If I make a change to a Services Category utilizing "Configure Choices" the change is made globally. Likewise, if I make a change directly on the choice table even after adding the dependent value.
We are trying to clean up our IT Services to add Categories that match the Service in question but I am unable to proceed as I cannot find a way to make the categories match the Service.
Screenshot below showing dependent value is added to the category yet the change is still global and showing under all categories.
