(Task 3) Configure category and subcategory choices and dependent values

[Guichard C]

I was able to complete part 1 but I'm stuck on trying to complete part 2 & 3

[johnfeist]

Hi Guichard,

To disable Inquiry/Help go into the Dictionary (right click on category and select Configure Dictionary) and set inactive for that option to true.  Then go into the default tab and take inquiry out as the default option.  That will have Category show as mandatory with --None-- showing on a new incident.

To add Category options, again right click on category and this time take Configure Choices.  Add whatever options you need.  The order that you see in the right hand box is the order in which the options will be displayed.

To add subcategories, set category to the appropriate one and then right click on Subcategory and configure the choices like you did for categories.

Hope that helps.

:{)

Helpful and Correct tags are appreciated and help others to find information faster

[Kasi Ramanathan]

Step 1: Navigate to https://<instance-name>.service-now.com/sys_choice_list.do?sysparm_query=name%3Dincident%5Elabel%3DInquiry%20%2F%20Help&sysparm_view=

Step 2: Open the record. Check the Inactive field. Click on Save/Update.

Step 3: Navigate to https://<instance-name>.service-now.com/sys_choice.do

Step 4: Enter the data as mentioned in the below screenshot.

Step 5: Navigate to https://<instance-name>.service-now.com/sys_choice.do

Step 6: Enter the details as mentioned in the below screenshot. Change the element to "Subcategory" and add the dependent value as "Telecom".

Repeat Step 6 for the below records:

1. Conference Room/Other Phone

2. Fax Line

3. Office Phone

4. Voicemail