What are the names of all the tables associated with Incident and Change Management?

[Navaneeth1]

Could someone please give me a list of all the tables necessary to create a scoped custom application that needs to implement Incident and Change Management?

I need to know which all tables should be inherited and be part of this application's scope for it to work properly. 

[AnveshKumar M]

@Navaneeth1 You can look into other options like using ACLs/Query Business Rules for hiding the data of a particular department from other departments people.

I did this kind of implementation in one of my projects, where we want to hide the Data Related to HR Departments using Query Business Rules.

[Navaneeth1]

@AnveshKumar M Thank you so much! Could you please also let me know if what you said means I don't have to create a custom application at all? Because my client was mentioning that the other departments work was done by creating custom applications.

Please note that apart from access there are a lot of configurations to be made to the incident and change management as well such as adding new categories, sub categories, assignment groups, workflows, UI policies etc. Are you sure all these can be implemented by just using ACL and Business rules? 

My client also mentioned to keep most of the changes away from anything global as it could affect the other departments work. Do you think that would be an issue to this approach?

Once again, thank you so much for the all the information! I truly appreciate this!

[AnveshKumar M]

@Navaneeth1 

If this is the case Custom Application is inevitable.

[Navaneeth1]

@AnveshKumar M Thank you so much! Scoped Custom application with new tables inheriting Incident and Change tables would work for this right?

[Amit Gujarathi]

HI @Navaneeth1 ,
I trust you are doing great.
Please find the list of tables with short description.

1. Incident Table (incident): This is the primary table for incident management. Your custom application will likely extend or interact with this table to manage incident records.

2. Change Request Table (change_request): This is the main table for change management processes. Your application should interact with this table for handling change requests.

3. Task Table (task): Both the Incident and Change Request tables extend the Task table. It's a core table in ServiceNow that provides fundamental fields used in all task-derived tables.

4. Problem Table (problem): While not directly part of incident or change management, this table is often relevant, especially if you're dealing with incident problem management.

5. Configuration Item Table (cmdb_ci): This table stores configuration items (CIs) that incidents or changes might be related to. Depending on your application's scope, you might need to reference or update CI data.

6. User Table (sys_user): For assigning and managing incidents and changes, you'll need to reference the User table.

7. Group Table (sys_user_group): This is used for group assignments and management within your incident and change processes.

8. Assignment Rule Table (sysrule_assignment): If your application will have custom assignment rules for incidents or changes, you'll interact with this table.

9. Approval Table (sysapproval_approver): For managing approvals in change management processes.

10. Audit and Log Tables (e.g., sysevent, sys_audit, sys_history_line): These are essential for tracking changes and maintaining a record of actions within your application.