Issue: Incident Category displays Number instead of a String

[Su522]

After investigation:
It has been discovered this issue only happens when an Incident is created from a Case, using the OOB UI Action: Create Incident
With the OOB CSM integration with Incident Management solution:
Only the following fields are mapped by default:
CASE > INCIDENT
Short description > Short description
Default impact > Impact
Urgency > Urgency
Contact > Caller
Configuration item (if available) > Configuration item

The Category and Subcategory fields are Not mapped (copied from the Case to the Incident)
Case Cats/Subs are of type: Integer
INC Cats/Subs are of type: String

The OOB expected behavior for Cats/Subs, when creating an INC from a Case, is the Cat/Sub will Not be populated (-- None--).
__________________________________________________________

An OOB Script Include named: CSMIncidentIntegrations
that is an Extension Point was overwritten and modified for multiple reasons, including mapping Cats/Subs from the Case to the INC

This is not working as desired > as this produces a # value on the INC Cat/Sub fields. That # is coming from the Case Cat/Sub fields.
Example:
Case Category "OS" = 167
On the INC table, there is no "OS" Category and what displays is 15=67
Note:
- Even if there was an "OS" Cat on the INC table, what would display is still 167
- So updating INC Cats/Subs to mirror Case Cats/Subs will not resolve the issue

See screenshot

Can someone please help solve this issue?

How can we utilized the OOB "Create Incident' UI Action from a Case, to create an Incident and auto populate that Incidents' Category and Subcategory, displaying a String value that aligns with the Case Integer value?

Help is greatly appreciated!

Thank you.

[JenniferRah]

Without seeing your code, I'm limited in my ability to help, but basically, I think you need to be doing a .getDisplayValue() rather than a .getValue() when you get the information from the Case. Likewise, you will need to do a .setDisplayValue() rather than a .setValue() on the Incident.

You will also need to make sure that your display values on Incidents match the ones on Cases.

I hope that helps.

[Bert_c1]

Most likely due to the different choice values used for the category field. On incident, it is a string, on sn_customerservice_case it is an integer.

https://devXXXXXX.service-now.com/sys_choice_list.do?sysparm_query=element%3Dcategory%5EnameINincident%2Csn_customerservice_case%2C&sysparm_view=