Linking consumable asset(s) to an incident

Terry Fernandez · ‎03-15-2017

Need help, as I have been struggling with this problem for a while. We have the need to allow our telecommunications technicians to consume parts from an incident, so that they are linked to the incident number, rather than the user or assigned asset. They need to be able to select the consumable parts and designate the quantity used, so we can charge back for the work monthly.

I've have added the incident_number field to the consume a consumable ui page, but it just takes me back to the same form, when I click ok.

I've tried adding a related list to the bottom of the incident, but only have the option for NEW.

Hoping that I am missing something obvious. Suggestions would be most helpful. We just went live on ServiceNow this week, but have had to leave our telecommunications folks behind on the old system until we can figure it out.

Thanks in advance.

Bharath40 · ‎03-15-2017

Hi,

Did you try creating relation between Incident table and Consumable asset and then Configure Related list to add it in Incident table.

Refer to Creating Defined Related Lists - ServiceNow Wiki for more info.

swarnadip · ‎03-15-2017

Hi Teresa,

I think you are trying to add a many-to-many relationship between Incident and Consumables. These steps should help:

The Many to Many Definitions [sys_m2m] table allows administrators to create custom many-to-many relationships.

In the navigation filter, enter sys_m2m.list.
Click New.
In the From table field, specify a parent table.
In the To table field, specify a child table.
The Many-to-Many form automatically populates the other fields with suggested values.
[Optional] Edit other field values, if appropriate. Note that Many-to-Many table names cannot exceed 30 characters.

To use the many-to-many relationship as a related list, see Adding a Related List to a Form.

I was able to make something like this (see the related list with) -

The m2m record I added:

Let me know if it helps.

Thanks,

SR

Terry Fernandez · ‎03-20-2017

Thanks for the tips. We have tried two different approaches, but would still appreciate advice.

We have created the many to many relationship between the incident and consumables table. We added the related list to the incident form. Our challenge is that we don't have a way to specify the quantity per part that was used.

Also tried starting with a whole new table to simplify things. Created the m2m relationship and added to incident form as a related list.On that one, the part is added and the quantity can be modified, but then it is writing that value to the table for every record that references the part, instead of just this one.

Nia McCash · ‎06-12-2018

I currently have the same question. Would appreciate it if you could share how you got around this, Terry.

Also, more generally, I am wondering if anyone has further thoughts and advice on this. I am surprised that there isn't more of a need for this.

For our use case, we want to track the use of consumables (eg. batteries, cables, etc), and to know which tickets (incident other task-based record) the consumable was used for.