How to register a specific CI in SOW

[nagaryu]

Thank you for your help. I am currently learning about CMDB and Service Operations Workspace (SOW).

In SOW > List > Default Lists > CMDB, categories such as Applications, Servers, and Devices are displayed.
For example, when I open [Devices], CIs with Classes Mass Storage Device, IP Phone, and Printer are displayed.
When I press the [New] button in the upper right corner of the screen, a new registration form for [Communication Device] is displayed.
However, if I want to register a new Printer, this method does not display the registration form.

So, when I pressed the Filter icon, it said [Class is Communication Device] or [Class is Display Hardware] or... , so I tried deleting [Communication Device] and pressing Run, then pressing the [New] button, and the new registration form for [Display Hardware] was displayed.
From the above behavior, I guess that the new registration form is probably displayed with the contents of the Value (Class) displayed first in Filter Conditions.

So here are my questions.

1. Is the above guess correct?

2. If I want to register a Printer, what is the best practice method?
For example, I am considering the following methods.

- Change Filter Conditions to only "Class is Printer" and then press the New button.

- Manually create a category called "Printer" in Default Lists, set its Filter Conditions to "Class is Printer", and then press the New button in that state.

- Without using SOW, open Configuration > Base Items > Printers on the normal Next Experience screen and press the New button.

Furthermore, since this operation will not be performed by me personally, but by multiple customers, I hope that it will be as simple as possible.
Thank you for your confirmation.

[Shivalika · Accepted solution]

Hi @nagaryu 

Yes your guess is correct. Obviously the form opens as per class. And this behavior is also in normal system without any workspace. You go to any "particular CI class" press  "New" button - what you will be getting is a form respective to that class. 

So the same is in SOW. 

As you mentioned that it will be used by multiple customers, I would suggest keeping things simple and making them use Configuration Item outside of SOW if they are not as proficient there. 

Because let's be practical and consider future occurrences, not everything in SOW and CMDB is same to same. So you will be drowned in a lot of modifications in the form and list view even if these customers get used to SOW and start using it. Of course there will be demands and enhancements. 

And going by UI builder everytime to modify every little thing will become an hassle over a period of time, and how many things can you customise?

So, I feel with all the aspects in consideration, you should go for simple configuration and new. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Shivalika]

Yes @nagaryu I hope I had answered your queries with my replies yesterday post. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Dr Atul G- LNG]

Hi @nagaryu 

1. Is the above guess correct?

Atul: Yes, understanding is 100% correct.

2. If I want to register a Printer, what is the best practice method?
For example, I am considering the following methods.

- Change Filter Conditions to only "Class is Printer" and then press the New button.

Atul: You can do it via native view as well:

- Manually create a category called "Printer" in Default Lists, set its Filter Conditions to "Class is Printer", and then press the New button in that state.

Atul: What do you mean by manually create a category? I did not get this point

- Without using SOW, open Configuration > Base Items > Printers on the normal Next Experience screen and press the New button.

Atul: This is a good way.

[nagaryu]

Thank you for your reply.

- What do you mean by manually create a category? I did not get this point

This meant opening [Default - SOW] in sys_ux_list_menu_config.list, opening CMDB in the related list [UX List Categories], and creating a category called [Printer] in UX Lists.
*Sorry, the correct expression is not "Create a Printer in Category" but "Create a Printer in List."

[Dr Atul G- LNG]

Hi @nagaryu 

You mean you want to add the new list value? like this:

https://www.servicenow.com/community/next-experience-articles/service-operations-workspace-sow-list-...

[nagaryu]

Thank you for your reply.

I see, so since the same operation (displaying a new registration screen) is already possible in Native View, it would be preferable to use that.

Both of you gave us useful information so I was unsure which one to put the Accept Solution button on, but Shivalika replied first and we both ended up arriving at the same best practice, so I decided to put it on Shivalika.

Thank you both for your kind responses!