Mapping between product models asset and service offering and services on incident form

[rohit_hatkar1]

Hello Experts,

I want to understand how is the ideal mapping done between the product models, asset and the service and service offering on the incident form. when we create the incident from the Customer Service Case.

[shaikabbas1]

Hello @rohit_hatkar1,

Please refer to the link's below:
https://www.servicenow.com/community/common-service-data-model-forum/best-practice-for-using-service...
OR

https://www.servicenow.com/community/incident-management-forum/what-s-the-purpose-of-the-service-ser...

If it is helpful, please mark it as helpful and accept the correct solution by referring to this solution in the future it will be helpful to them.

Thanks & Regards,

Abbas Shaik

[masonreed11]

The ideal setup is to link the Product Model → Asset → Service/Service Offering in the CMDB so the correct values populate automatically when creating an incident from a Customer Service Case. If it's not working as expected, sharing your current mapping or version will help identify the gap.