Cause Code list update

[ServiceNow Use6]

Hi,

In order to accurately capture root cause and reflect our current process, the available Cause Codes for Problem tickets (under the Analysis Information tab) need to be changed to:
System Capacity/ Resource Contention
Connectivity Failure
Component Failure
Error Undetected through Testing
Software Failure

Please help.

Regards

Suman P.

[Mark Manders]

I think that a custom field, since it's not in the OOB table on my PDI. Depending on the type of field (reference/choice), just create new records or choices (tip: don't delete the old ones, because that would mess up existing reporting).

Also check on any automation behind the field to make sure you can use the field correct.

If my answer helped you in any way, please then mark it as helpful. If it resolved the issue, please mark it as correct.

Mark

[Abhijit4]

If you are asked to change only display names then it's not a bbig deal you can update them directly.

But if you are asked to add new values and remove existing values then removing existing options could create problem for existing records so you can ask them old-new values mapping that can be replaced for existing records. Once mapping provided you can write one time script to update those values for existing records.

Let me know if you have any further questions. 

Please mark this as Correct or Helpful based on the impact.

Regards,
Abhijit
Community Rising Star 2022

[Abhijit4]

Hey,

If your issue is resolved then please mark appropriate answer as Correct so that others can also gets benefitted from this.

Regards,
Abhijit
Community Rising Star 2022