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‎04-17-2018 02:16 PM
My organization has two ServiceNow instances, and we are working to combine the instances. (Yay)
The destination instance started out on Istanbul and is not on Kingston. The instance that we are retiring started out before Calgary and is now on Helsinki (will move to Kingston sooooon).
So here's my question, on the older instance, the Category field is on the Task table and so also on all Tasks descendant tables.
In the newer instance there is a category field on the Change Request table and a different category field on the Incident table.
Why was the category field removed from the task table? And more importantly, if I want to have the category field on the other Task descendant tables, such as Request Item, Catalog Task, and Change Task what would be best approach be.
Thanks,
Cody
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‎04-17-2018 02:44 PM
Hi Cody,
I'm not sure exactly when or why the Category field was removed (not finding much documentation on the matter), but I can share what I think to be the best approach.
In general Category varies in definition from task table children - examples being Incident and Change Request, and it's best to have it seperate for extensibility options, and options better fitting the different modules.
For example incident categories define what type of CI is related to that incident - answers the question, what is the user calling about, or reporting an issue with.
The category on change is a bit more narrowed down - since it's what you're actually submitting changes against, it's a smaller subset of things, hardware, software, or network only.
You'll noticed some task tables don't even have a category - such as Request, and Requested Item, since it may not really make sense in that context. If I'm requesting a new server build, I logically categorize and group it by that catalog item/form, or maybe even by form variables in that context.
Tyler
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‎04-17-2018 02:44 PM
Hi Cody,
I'm not sure exactly when or why the Category field was removed (not finding much documentation on the matter), but I can share what I think to be the best approach.
In general Category varies in definition from task table children - examples being Incident and Change Request, and it's best to have it seperate for extensibility options, and options better fitting the different modules.
For example incident categories define what type of CI is related to that incident - answers the question, what is the user calling about, or reporting an issue with.
The category on change is a bit more narrowed down - since it's what you're actually submitting changes against, it's a smaller subset of things, hardware, software, or network only.
You'll noticed some task tables don't even have a category - such as Request, and Requested Item, since it may not really make sense in that context. If I'm requesting a new server build, I logically categorize and group it by that catalog item/form, or maybe even by form variables in that context.
Tyler
