Components created with new service categories

  • Release version: Xanadu
  • Updated August 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 you publish a new service category using the Service Creator application in ServiceNow, the system automatically generates several components associated with that category. These components enhance service management by creating tables, user roles, email notifications, and forms tailored to the specific service category.

    Show full answer Show less

    Key Features

    • Tables: Each service category generates a dedicated tasks table that stores request task records, extending the Task table. The table name is based on the department and service category.
    • User Roles: A specific user role is created for each service category, allowing only designated users (managers, editors, fulfillers) to access and manage task records associated with that category.
    • Email Notifications: Several notification templates are established to inform relevant users and groups about task updates, assignments, comments, and status changes, enhancing communication and task management.
    • Forms: A custom form is created for viewing request task records, designed to display the service-related questions and user responses effectively.
    • Service Catalog Categories: A default service catalog category is established for new services, streamlining user access to these services within the catalog.

    Key Outcomes

    By utilizing these components, ServiceNow customers can expect improved organization and management of service requests, enhanced collaboration through notifications, and a more user-friendly interface for task management. This structured approach ensures that all aspects of service delivery are effectively managed and documented, leading to better service outcomes and user satisfaction.

    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.