Components created with new service categories

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Components created with new service categories

    When a new service category is published using the Service Creator application in ServiceNow, various components are automatically generated. These components facilitate task management and access to service records, enhancing the operational efficiency of service delivery.

    Show full answer Show less

    Key Features

    • Tables: Each new service category creates a dedicated table for storing request task records, extending the Task table. The table's name is based on the associated department and the service category record.
    • User Roles: A specific user role is created for each service category, allowing designated users to manage service tasks and access related records. This role is automatically assigned to managers and editors of the service category.
    • Email Notifications: Several notifications are set up to inform users and groups about task updates, including comments, assignments, and closures.
    • Forms: A custom form is generated for viewing request task records, which includes a layout for displaying questions and responses from users.
    • Service Catalog Categories: A default service catalog category is created for new services under the respective service category.

    Key Outcomes

    By utilizing these components, ServiceNow customers can streamline service request management, improve communication through automated notifications, and ensure proper access control through user roles. This leads to enhanced service delivery and user satisfaction. Customers can expect an organized framework for managing tasks and services efficiently within their enterprise environment.

    When you publish a new service category using the Service Creator application, the ServiceNow system creates components for the services in that category.

    These components are distinct from the components installed with the Service Creator application. The following components are added for each new service category:

    Table 1. Tables created with new service categories
    Name Description
    <Department Name> Tasks [<service category table name>] The table that stores request task records for the service category. This table extends the Task table. The name of this table is defined by the department the service category is associated with, and the Table name field on the service category record. A new application menu and modules are created to allow users to access records on this table. Records on this table are numbered using a new Numbers [sys_numbers] record.
    Table 2. User roles created with new service categories
    Role Description
    <service category table name>_user The user role required to access request records for a service category. The Table name for the service category determines the name of the role. Users designated as the manager, editors, or service fulfillers for a service category automatically receive this role. Only users with this role can be assigned task records for the service category. ACLs are created to allow users with this role to access the relevant service task table.
    Table 3. Email notifications created with new service categories
    Name Description
    Task commented for group Notifies the group a service task record is assigned to when a user adds a comment.
    Task commented for assignee Notifies the user a service task record is assigned to when a user adds a comment.
    Task closed for group Notifies the group a service task record is assigned to when the record is closed.
    Task worknoted for assignee Notifies the user a service task record is assigned to when a user adds a work note.
    Task assigned to group Notifies the group a service task record is assigned to when the record is assigned to that group.
    Task assigned to assignee Notifies the user a service task record is assigned to when the record is assigned to that user.
    Task worknoted for group Notifies the group a service task record is assigned to when a user adds a work note.
    Task closed for assignee Notifies the user a service task record is assigned to when the record is closed.
    Task opened for user Notifies the user that opened a service task record when the record is created.
    Task closed for user Notifies the user that opened a service task record when the record is closed.
    Task commented for user Notifies the user that opened a service task record when a user adds a comment.
    Table 4. Forms created with new service categories
    Name Description
    <department name> Task The form for viewing request task records for the service category. By default, this form uses a layout that includes a formatter to display the questions for the service and the answers provided by the requesting user.
    Table 5. Service catalog categories
    Name Description
    <service category name> The default service catalog category for new services created within a service category.