Register an incident against an application service?

[Joel Pomales1]

May seem like a stupid question. But here we go.

How would you go about and register an incident against an application service if there is no field for it in the incident form? Through Business Services? I can pick a Business Service and a Service Offering in the incident form, but I can't pick any associated Application Services (this is on a PDI).

Thanks.

[Community Alums]

HI @Joel Pomales ,

Here is a similar discussion will help you get more insights:

https://community.servicenow.com/community?id=community_question&sys_id=53ffea73db407c9023f4a345ca9619ae

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Dan H]

Hi @Joel Pomales 

The incidents Service/Configuration item fields can be used to select an application service.

See here:

For categorisation discussions: https://community.servicenow.com/community?id=community_question&sys_id=53ffea73db407c9023f4a345ca9619ae

Hope that helps.

Please mark my answer as Correct/Helpful based on impact

Regards,

Dan H

[Joel Pomales1]

OK. Let me see if I understand this.

In my PDI I click on a Service, and then a Service Offering. When I click on the CI field, I get a pop-up with a list of 40 configuration items, not all of the CIs in the CMDB of course.

So what I'm getting is that *somewhere* there is a rule, filter, etc that *should* bring me the CIs related to the service/service offering combo that I have *not* modified. 

In the screenshot above, you select service 'application service test' and on CIs you only get one. Presumably associated with the service. Correct? 

Where would I do that then?

[Dan H]

Hi Joel,

Here is a great article on Application Services and CSDM.

https://community.servicenow.com/community?id=community_article&sys_id=a995d8871b0470d017d162c4bd4bcb30

At a high level, I believe that Application services are essentially a group of CI's and Services that are application specific.

I think if you want to relate an incident to an application service you should use the Service field more than any of the others.

The application service itself may also be classed as a configuration item and selectable in that field, like it was in my screenshot.

When you open the list of Services, the results are services and not just service offerings. Services should *contain* service offerings.

A type of service is obviously application service, which is why application services are selectable from this field.

You say there is no field on incident to select Application Services, but I still think that field is actually present as Service.

I'm not 100% sure I answered your question, but hopefully this info is atleast a little helpful.

I have found some additional resources which may be useful to you:

https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/quick-answer/services-service-offerings.pdf

https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/product/csdm-implementation/concept/ci-relationships.html

Please mark my answer as Correct/Helpful based on impact

Regards,

Dan H