Incident categorisation based on Business Service

[Janelle3]

Hi,

We would like to have incident categories driven by the business service selected. I found a similar question as a starting point so it seems possible: https://community.servicenow.com/community?id=community_question&sys_id=457ef55f1bacf8d017d162c4bd4bcba3 

We have many business services. What happens if in the Incident -> Category dictionary we set it as being dependent on the business service field, but we don't define choices for every single business service? Can we have the system fall back to a standard set of incident categories (e.g. application/hardware/environmental)?

This would allow us to accommodate certain business services that want to define customised categories that would allow their service owners to get a finer grain / service-specific detail about the type of incidents they are getting. But also accommodate those services that are happy with the default categories.

Can we define "default" categories or do we have to define categories for every single business service?

Also, is there a way for priority to be driven by the incident category?

Cheers,

Janelle

[Tudor]

Hi Janelle,

The easiest to accomplish this would be a onBefore Insert/Update when BS(business service) changes where in the script you would have:

if (current.business_service.[field containing category]){

current.category= current.business_service.[field containing category];

}

else{

current.category= fall back group;

}

 And for the priority you would probably either have a switch or you Flow Designer with IFs.

Hope this helps!

 Tudor