In ITSM Implementer simulator, i accidentally deleted the category field, help!!

[nicoleowens]

In ITSM Implementer simulator, i accidentally deleted the category field in an attempt to disable the 'Inquiry/Help' choice in the choice list.

How do i get it back and do the lab without releasing my instance?

[Simon Christens · Accepted solution]

Hi @nicoleowens 

Please validate that the field is actually deleted.

Go to sys_update_xml (sys_update_xml.list) in the navigator

Here you should be able to validate if the field (Dictionary entry) is deleted. In the case it actually IS the case then go into that record. Theres an XML field containing the information needed.

Copy the text from the XML field into a notepad document on the PC.

Now - see the "Action" Attribute in the text - its "DELETED".

Change that to "INSERT_OR_UPDATE".

Save the file as an .xml file locally.

Now to into sys_dictionary (System Definition --> Dictionary)

Right click on one of the columns in the list and choose "Import XML"

Choose the file you saved on the PC and click "Upload"

Then it should be avaliable again.

Feel free to test it in a PDI in case you want to validate if it actually works as expected

On the other hand side - I dont think you are able to actually delete that field.
Can you check Form builder / configure form layout etc if the field is in there so you can add it to the form again ?

[GlideFather]

Hi @nicoleowens,

go to deleted records:

Locate the record and click Undelete record:

Let me know whether that hepled

[nicoleowens]

Okay so i have not found it when i search, i am guessing the table is Incident[incident], and from the screenshot, ain't nothing like that...also i deleted it on 21/08/25 but it doesn't show that

[GlideFather · Accepted solution]

@nicoleowens,
no no, it's not incident, it's another table >>> [sys_choice] table:

Please consider marking this as solution as well as it could served well if used properly 😉 

[GlideFather]

Update the URL and navigate in your PDI:

https://YOURINSTANCE.service-now.com/sys_choice_list.do?sysparm_query=nameINjavascript%3AgetTableExtensions('task')%5Eelement%3Dcategory%5EnameSTARTSWITHincident&sysparm_view=