Incident Category

[Varsha5]

We are implementing servicenow in our organization, is there any best practice to set services & category on incident form?

[Abbas_5]

Hello @Varsha5,

You can try on-load client script, based on your requirement you can select:

Mark my correct and helpful, if it is helpful and please hit the thumbs-up button to mark it as the correct solution.
Thanks & Regards,
Abbas Shaik

[AshishKM · Accepted solution]

Hi @Varsha5 , 

Applying some logic for services & category depends upon the org business case. 

Service field is reference type pointing to cmdb_ci_service which has category & sub-category String type field and Incident's category & sub-category belongs to Choice [ sys_choice ] table. 

Now, you have to consider the org need, are you looking for all Services based on selected category & sub-category from cmdb_ci_service table or vice-versa.

-Thanks,

AshishKM