Incident Category

Varsha5
Tera Contributor

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

 

1 ACCEPTED SOLUTION

AshishKM
Kilo Patron
Kilo Patron

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


Please mark this response as correct and helpful if it helps you can mark more that one reply as accepted solution

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2 REPLIES 2

Abbas_5
Tera Sage
Tera Sage

Hello @Varsha5,

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

 

Abbas_5_0-1706675176830.png

 

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
Kilo Patron
Kilo Patron

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


Please mark this response as correct and helpful if it helps you can mark more that one reply as accepted solution