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09-17-2024 09:34 AM
Has anyone come up with a good approach to populating the Location table to support IT Service Management functions like INCs, CHG, RITM, etc.?
How have you structured your location table, does it have a hierarchy?
Thanks
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09-17-2024 11:32 AM
I like addresses at BOTH the building and campus level. or to indicate a primary building on a campus. You could do away with the primary building and address at campus level, but I like providing an intelligent default for someone just sending something to a campus. If the campus is really just not centralized to that point, then leave the location at the building level.
A floor is just a location with a location type of floor and a parent that is a building. A room has a parent of a floor. Suites could be an in between for floor and rooms.
I find a more granular typing to indicate purpose to a room to be very helpful: conference room, office, printer room, OR, ER, exam room, etc. This can help make you to align priority to particular rooms. fixing a device in an OR room is more important than fixing a device in a office space.
I like to name floors by combining the building name with the floor number. Floors can seem like a placeholder, but I find that floorplans can be very reliable so I like to attach them there. you can later do some fun things with floor plans: https://www.youtube.com/watch?v=wiebJJvP-Yw
keep in mind, you can also track other locations, like vendor locations and associate them with their companies. An interesting use case when you get into field ops or asset management. Not very important for ITSM though.
To create a floor or room, add the location type to your form, set the name and parent, and save. Full name field is the display label for the record. Usually this is done programmatically.
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09-17-2024 12:29 PM
@Manville, do you use the Managed By field on the location to assign it to an assignment group? or a customer/other field
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09-17-2024 01:17 PM
good question. I would use the Managed by group field. but a custom field can be done in a pinch and can allow for different isolated hierarchies. you could have separate IT and Operations hierarchies.
I would recommend you use a script include to abstract the logic so that if you ever need to change fields or modify your logic to use different assignment logic, you have a central place to do it. I would also pass the task into the script include and return what the results WITHOUT modifying the original records. Return the assignment group and location as a JSON object and update the original task separately. It is way easier to test and hunting down side effect changes is a nightmare. ServiceNow does it to us enough.