SNow query for Incident Management

[Rajiv Kumar Jh1]

Hello Experts,

Could you please help me to get answers of below queries?

1-In out of box SNOW,there are two level of categorization in Incident managemnet,Categor and Sub category.Can create add more level of category in existing module e.g Category,Sub-Category,Product Type,Sub Product type? Is so,can you advice how can achive this?

2-Without Software asset managment,how licnese managemnet will be handle in ServiceNow? Do we need any separate plugin requried here?

Note:Version we are using Fuji

Regards,

Rajiv

[Stijn Verhulst3]

Hi Rajv,

1. You can always add new fields by following these steps: http://wiki.servicenow.com/index.php?title=Introduction_to_Fields#Creating_New_Fields&gsc.tab=0

Also, it's possible to make choice lists dependent (for example; in category you choose option B so in Subcategory you may only view the options F and J): Simple way of Dependent Dropdown values in ServiceNow - YouTube

2. License management is a part of Software Asset Management in ServiceNow so you'll need to install the Software Asset Management plugin or you can create your own application for example. Do note both options might inflict extra license costs, this is something you need to inform for at your ServiceNow representative.

Kind regards,

Stijn

[Rajiv Kumar Jh1]

Hello Stijn,

A ton of thanks for your response here.In Asset Management,license Asset options are there.what is function of that?

Regards,

Rajiv

[Stijn Verhulst3]

Hello Rajiv,

I'd love to explain you but...I would just be repeating things which are already documented on the ServiceNow wiki Up to now I've worked for customers with the OOB solution as presented by ServiceNow.

I strongly advise you to watch the video which you can find on the following wiki page: http://wiki.servicenow.com/index.php?title=Software_Asset_Management#gsc.tab=0

It certainly helped me a lot to understand the basics of Software Asset Management and how License Management is built-in to it. In case you want to go deeper into the subject, the wiki is quite clear about everything.

Also, you can install the plugin in your development instance for free & play with it As long you don't activate the plugin on production environments or don't use the application on development as you would in production (= maintaining & managing production data), there are no problems concerning extra licensing.

Hope this will help you forward...!

Kind regards,

Stijn

[Rajiv Kumar Jh1]

Hello Stijn,

Could you please help me to get answer for this?

A single server with storage/backup and SQL application installed and

subject to SLA 2. The server, the attached storage and the SQL installation

are three separate Service components, however grouped together as part of

the general SLA Object (e.g. SLA2). If the server and/or the storage or SQL

installation Service components are subject to a Service Level Default, the

entire SLA Object SLA2 is subject to Service Levels Credits.

Can these grouping of SLA handle by SNow? If yes,can you suggest any

approach here?

Regards,

Rajiv

On Wed, Aug 26, 2015 at 5:10 PM, Stijn Verhulst <