Service Request Requested Item - Categorisation -How to retrieve the category associated to a RITM

[SB87]

I'm after some guidance to learn how a requested items category can be identified in ServiceNow e.g. the tables this can be located.

My requirement:

For every request, the request will consist of one or more requested items (RITMs) linked to the overarching request. We want to report on the category of items mostly being requested (e.g. top 5) each month.

Having played around with the Service Request Catalogue, I'm aware a user is presented with options like "Services", "Hardware", "Software", etc. When selected, they can then choose specific options/items e.g. "laptop", then a specific type of laptop, options for the laptop, etc.

Is it possible to report on the following?

1. Any form of categorisation at Request level e.g. "On-boarding Equipment".
2. The highest level at Requested Item level e.g. "Hardware", "Software", etc.
3. The specific item level e.g. "HP Laptop Model 122145".

If so, could someone be kind enough to point me to how this data can be derived and how I would link this back to the Request or Requested Item?

My hunch is that I would need to make use of these tables but am having difficulty in understanding how it all fits together:

sc_cat_item
sc_catalog
sc_category
sc_req_item
sc_request 

Thanks in advance. 

[Jack Littlewort]

Hi @SB87 ,

Since the request consists of multiple RITMS it wont have it's category but you would be able to report on RITM categories as well as individual items.

If you got to the following URL: https://yourinstance.service-now.com/sc_req_item_list.do?sysparm_query=GROUPBYcat_item&sysparm_first_row=1&sysparm_view=  This will group RITMs by the Catalog item. You can then right click on the column headers and select pie chart or bar chart to begin creating a report.

The following URL would do the same for RITMs group by catalog category https://yourinstance.service-now.com/sc_req_item_list.do?sysparm_query=GROUPBYcat_item.category&sysparm_first_row=1&sysparm_view=  

Replace 'yourinstance' with the name of your ServiceNow environment.

Jack

[SB87]

@Jack Littlewort 

Fantastic, thank you for those links! The second in particular appears to give me the categorisation I need.

By any chance, do you know the tables and how the category can be derived e.g. is the category listed against the RITM record via the sc_req_item table, or do we also need to account for the sc_category table?

The reason for the above is that we are extracting data from ServiceNow (there is good reason), doing our own reporting via ETL. I have data from various SC tables, but trying to establish how I can retrieve something similar outside of ServiceNow.

Thanks for your awesome reply!

[Jack Littlewort · Accepted solution]

Hey @SB87 ,

The Category would be sc_category.

The Catalog Item would be sc_cat_item, which has a field called category.

And then Requested Item would be sc_req_item, which has a field called cat_item.

Let me know if this helps.

[SB87]

Hey @Jack Littlewort 

Thanks for your help! Post marked as the solution to my question and voted as helpful.

Much appreciated.

Kind regards,
Sal