Categories and subcategories are not properly configured while creating incident temlpates

[SiriKatta]

While creating INC templates, even after selecting a category, I see all the subcategories rather than dependent subcategories. Is there a way to properly set up the dependencies?

[Abbas_5]

Hello @SiriKatta,

Please refer to the link below:
https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/field-admini...

 OR Below steps:

When creating incident templates in ServiceNow, issues with category and subcategory configurations can arise from how the fields are ordered in the template, how they are populated, or if they have been correctly set up to be dependent on each other. 

Here's a breakdown of common issues and how to resolve them:

1. Field Order and Population:

• Issue:

  Incorrect order of fields in the template can lead to subcategory options not appearing correctly. Try placing the subcategory field before the category field in the template.
• Resolution:

  Adjust the order of fields in the template to ensure the subcategory field comes before the category field. 

2. Dependent Fields:

• Issue:

  Subcategories might not update correctly when a category is selected if the subcategory field isn't properly configured as dependent on the category. 
• Resolution:

  • Configure Dictionary: Right-click the subcategory field on the Incident form and select "Configure Dictionary." 
  • Dependent Field: In the dictionary, navigate to the "Dependent" tab and specify the "category" field as the dependent field. 
  • Reference Qualifiers (if needed): For complex relationships or if dependent fields don't function as expected, you may need to use reference qualifiers to further refine the subcategory options. 

3. Scripted Population:

• Issue:

  If subcategory options are being populated by a client script, ensure that the script is correctly handling the dependency on the category field.
• Resolution:

  Review the script logic and adjust it to properly populate subcategories based on the selected category. 

4. Role and Visibility:

• Issue:

  Ensure that the user creating the template has the necessary roles (e.g., template_editor_global or admin) to create and edit templates.
• Resolution:

  Verify the user's roles and ensure they have the appropriate permissions to create or modify incident templates. 

5. Subcategory Visibility:

• Issue:

  Subcategories might be hidden or not displayed on the Incident form if they are not correctly configured or if the category selection doesn't trigger the display of the related subcategories. 
• Resolution:

  • Check sys_choice table: Review the sys_choice table to ensure subcategories exist and that the "dependent" value (if used) is correctly linked to the category. 
  • Verify Dependency: Double-check that the subcategory field is dependent on the category field as described in point 2. 

6. Template Visibility:

• Issue:

  The template might not be visible to the intended users if it is not set up correctly or if the visibility criteria are not met.
• Resolution:

  • Check User and Group Fields: When creating the template, ensure the "User" and "Group" fields are correctly configured to control who can see and use the template.
  • Review Template Visibility: Check the template's visibility settings to ensure it's accessible to the intended audience.
    

If it is helpful, please hit the thumbs up icon and accept the correct solution by referring to this solution in future it will helpful to them. 

Thanks & Regards,

Abbas Shaik

[Bhupender]

Hi @SiriKatta 

if you're seeing all subcategories instead of just the dependent ones, it likely means the category-subcategory relationship isn't properly configured:

1. Ensure Proper Configuration

   • Go to System Definition > Dictionary > Dependent tab and check the dependent relationships between categories and subcategories.

   • Make sure the subcategories are correctly linked to their respective categories.

2. Scripting issues:

   • Verify if there are Client Script/business rules controlling the visibility of subcategories.

   • You may need to adjust or create a rule to enforce dependencies.

Kindly Mark Helpful and Accepted if this resolve your Issue.