How do you list incidents and requests for an existing service in the service catalog?

Paulo Xax_
Tera Contributor

‎08-29-2023 11:03 AM

 

I'm implementing the IT service catalog at the company where I work.

 

As an example, we have our "VPN" service, so we want users to be able to:

 

a. Log an incident in the event of errors, failures or problems accessing or using their VPN connection (Example: INC000001);

or

b. Request the creation, modification or removal of access to the VPN (Example: REQ000002).

 

My question is: how can I have all this in Servicenow so that in the future, through a report, I can easily locate all the Incidents and Requests relating to our "VPN" service?

 

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SwarnadeepNandy
Mega Sage

‎08-29-2023 02:37 PM

Hi @Paulo Xax_ ,

I think the answer to your question is CSDM. I know, it is a very vague statement at the beginning, but if you look closely at the diagram you will understand.

SwarnadeepNandy_0-1693344859496.png

 

You have to define "VPN" as a service.

You need to use the VPN service while raising incident.

And for your Catalog item you have to link it to the Service Offering.

 

So, from your Service (VPN) you can find your all Incident linked to it and from the Cat Item - Service Offering - Service link you will find your RITM.

 

This is at very high level, how the linking should be.

 

Hope this helps.

Kind Regards,

Swarnadeep Nandy

 

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