Incident Management Categories /Close Codes

[kathymorris]

Hi,

We have two different companies that use Incident Management and Problem Management.

Each company wants to see their own categories /subcategories /assignment groups / close codes.

Is there a "simple" way to do this without seeing the other companies categories / sub categories / assignment groups /close codes (besides Domain Separation)?

Thanks,

Kathy

[abhishekdash]

Hello Kathy,

Domain Separation is the best and easier way to do it. But if you do not want that then it will need a bit of complicated customization.

I hope the below post helps you to give a kick start:

What is the best method to separate data for several company divisions that is in a single instance ...

Thanks,

Abhishek

If this reply assisted you, please consider marking it Correct, Helpful, or Like it.

This helps other customers to learn from your thread.

[Chuck Tomasi]

Something tells is that incident and problem choice lists and assignment group is just the beginning of their "diversion". You may want to consider domain separation, but keep this in mind... once you go there, there's no coming back (short of a total re-implementation.)

Another option could be to extend incident and problem tables (using your own scope to build out the apps) and then do the choice lists on each table.

Ex: incident --> x_123_incident_co1, and x_123_incident_co2

Assignment groups may be a bit trickier, but with a "company" reference or choice field on the assignment group/assigned to field, a reference qualifier would do the job nicely.

[harishdasari]

Hi Kathy,

Create On-Load client script which will check the users company while form is loading and show the relevant categories and assignment groups.

// Write the code something like below.

var form = document.getElementById('company');

var companyname =document.getElementById('xxx');

if (form.indexOf(companyname.value) > -1)

{

g_form.getOption('category', 'hardware');

g_form.getOption('assignment_group', '');

}

Please change it as per your requirement.

Thanks

[Chuck Tomasi]

A word of caution about this solution

Keep in mind that the proposed solution contains unsupported code. DOM manipulation carries a risk of upgrade issues.

https://developer.servicenow.com/app.do#!/document/content/app_store_doc_technical_best_practices_ja...