question Re: I need documentation in Community Central forum

I need documentation

Arthur Sanchez — Mon, 30 Sep 2024 14:19:20 GMT

I'm doing some documentation for my work, and I need the documentation for the fields in the tables:

incident
problem
task
sc_req_item

If anyone can help me I would be very grateful.

Re: I need documentation

Sandeep Rajput — Mon, 30 Sep 2024 14:32:45 GMT

@Arthur Sanchez

Incident

The Incident table tracks individual incidents and their resolution process. Common fields include:

Number: Unique identifier for the incident.
Caller: User who reported the issue.
Short Description: Brief summary of the incident.
Description: Detailed description of the issue.
Priority: Priority level of the incident.
State: Current state (New, In Progress, On Hold, Resolved, Closed, etc.).
Assignment Group: Group assigned to resolve the issue.
Assigned to: Specific person handling the incident.
Category: High-level classification of the issue.
Subcategory: Further breakdown of the issue.
Resolution Notes: Description of how the incident was resolved.
Resolved by: Name of the person who resolved the incident.
Created: Date and time when the incident was created.
Updated: Date and time when the incident was last updated.
Close Code: Reason for closing the incident.

2. Problem

The Problem table is used for managing root cause analysis and solutions for recurring issues. Common fields include:

Number: Unique identifier for the problem.
Short Description: Brief summary of the problem.
Description: Detailed description of the issue.
Priority: Priority level of the problem.
State: Current state (Open, Pending Change, Resolved, Closed, etc.).
Assignment Group: Group assigned to investigate the problem.
Assigned to: Specific person handling the problem.
Root Cause: Description of the root cause once identified.
Workaround: Temporary solution to the problem.
Resolution: Permanent fix or corrective action.
Related Incidents: Links to incidents caused by the problem.
Created: Date and time when the problem was created.
Updated: Date and time when the problem was last updated.

3. Task Table

The Task table is the core table for tracking work within ServiceNow and is extended by other tables like Incident and Problem. Common fields include:

Number: Unique identifier for the task.
Short Description: Brief summary of the task.
Description: Detailed description of the task.
Priority: Priority level of the task.
State: Current state of the task (e.g., New, In Progress, On Hold, Closed).
Assignment Group: Group assigned to complete the task.
Assigned to: Specific person assigned to complete the task.
Created by: User who created the task.
Created: Date and time when the task was created.
Due Date: Deadline for task completion.
Resolution: Resolution details (if applicable).
Updated: Date and time when the task was last updated.

4. Service Request Item Table

This table holds individual service request items, typically a part of a larger request. Common fields include:

Number: Unique identifier for the request item (RITM).
Request: Link to the parent request (REQ).
Requested Item: Reference to the catalog item being requested.
State: Current state of the request item (e.g., Pending Approval, Fulfillment, Closed).
Assignment Group: Group assigned to fulfill the request.
Assigned to: Specific person handling the fulfillment.
Stage: Progress of the fulfillment process.
Opened by: User who requested the item.
Opened: Date and time when the request item was created.
Closed by: User who closed the request item.
Close Notes: Details on how the request item was closed.
Delivery Plan: Planned delivery details (if applicable).

Please mark my response helpful and accepted solution if it addresses your question.

Re: I need documentation

Sandeep Rajput — Mon, 30 Sep 2024 14:35:15 GMT

@Arthur Sanchez Please mark the response an accepted solution as well.

Re: I need documentation

Arthur Sanchez — Mon, 30 Sep 2024 14:38:34 GMT

Thank you very much, but could you provide me with the links where you got this information? Because there are a lot of fields missing, but it's a great help for the beginning. I have to document as many fields as I can from these tables, and there are a lot of fields, and I can't find all of these fields in the ServiceNow Docs.

@Sandeep Rajput

Re: I need documentation

Robbie — Mon, 30 Sep 2024 14:42:01 GMT

Hi @Arthur Sanchez ,

I find table schemas and ERD's (Entity Relationship Diagrams) work really well when providing documentation. Not only can you see the fields, you can also see the field type and inheritance model.

To view a tables schema, navigate to the table and towards the bottom of the form you'll see a link to 'Show schema map'.

Take a look at the below images as an example.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.

 Thanks, Robbie

Re: I need documentation

Sandeep Rajput — Mon, 30 Sep 2024 14:45:07 GMT

@Arthur Sanchez I have shared the documentation around the common fields, here are some useful links

Incident form

https://docs.servicenow.com/bundle/utah-it-service-management/page/product/incident-management/task/create-an-incident.html

Problem form

https://docs.servicenow.com/bundle/xanadu-it-service-management/page/product/problem-management/reference/problem-form.html

Change form: https://docs.servicenow.com/bundle/xanadu-it-business-management/page/product/planning-and-policy/reference/request-change-form.html