Category & Subcategory usage

[DivyaMathias]

How to ensure if category and subcategory used in a Problem Ticket is valid/correct based on problem statement and solution provided?

[Adarsh3003]

Hi @DivyaMathias ,

Hope it will helpful for you and add some knowledge point also.

When working with Problem Tickets in ServiceNow, you can ensure that the category and subcategory are valid and relevant based on the problem statement and solution provided. Here’s how:

1. Define Incident Categories and Subcategories:
• In ServiceNow, incident categories and subcategories are used to classify issues. Make sure you have a well-defined list of these categories and subcategories.
• You can add or remove choices from the list of problem categories or subcategories as needed .
2. Link Problem Categories to Incident Categories:
• Ensure that your problem categories are linked to the appropriate incident categories. This ensures consistency and relevance.
3. Filter Subcategories Based on Category Choice:
• If you’re using Service Catalog items (such as creating an incident), you can filter subcategories based on the selected category. This helps users choose the most relevant subcategory.

Remember to keep your category and subcategory choices aligned with the problem context to improve accuracy and efficiency!

Please mark my answer "Accept as solution" and "Helpful" if this works for you

Thanks & Regards
Adarsh Verma

[DivyaMathias]

Hi Adarsh,

Thank you for your response.

I am looking at creating an indicator which shows how many problems have a valid category selected based on the problem statement / description. Something like below,

Indicators

• Total Problem closed
• Problems with valid category
• Problems with invalid category

Example for how the widget should look - screenshot attached

[Ehab Pilloor · Accepted solution]

Hi @DivyaMathias,

You can utilize predictive intelligence to suggest values for categories and subcategories based on historical data.

Or check for particular category/subcategory related keywords and patterns using onChange Client Scripts and change the value of category/subcategory.

If you found this reply useful, please mark it as solution and helpful.

Thanks and Regards,

Ehab