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01-30-2024 10:43 AM
We are implementing servicenow in our organization, is there any best practice to set services & category on incident form?
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01-30-2024 09:18 PM
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
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01-30-2024 08:27 PM
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
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01-30-2024 09:18 PM
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