Components created with new service categories

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Components created with new service categories

    When a new service category is published using the Service Creator application in ServiceNow, the system automatically generates a set of components specific to that category. These components are separate from the default components installed with the Service Creator application and are tailored to support the management and fulfillment of services within the new category.

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    Key Features

    • Tables: A dedicated task table is created for each service category to store request task records. This table extends the standard Task table and is named based on the associated department and service category. The system also creates a new application menu and modules for users to access these records easily, along with a unique numbering sequence for records.
    • User Roles: A specific user role is generated per service category to control access to request records. This role is automatically assigned to managers, editors, and service fulfillers of the category. Access control lists (ACLs) ensure that only users with this role can be assigned tasks and access the relevant service task table.
    • Email Notifications: Multiple predefined email notifications are set up to keep groups, assignees, and users informed about task events such as comments added, task assignments, work notes, task openings, and closures. These notifications help maintain communication throughout the service fulfillment process.
    • Forms: A customized task form is created for each service category, designed to display service questions and user responses conveniently, supporting efficient task management and review.
    • Service Catalog Categories: A default service catalog category is established for new services created within the service category, organizing service offerings for end-users.

    Key Outcomes

    ServiceNow customers can expect streamlined service management when creating new service categories. The automatic creation of tailored tables, roles, notifications, forms, and catalog categories enables clear organization, controlled access, timely communication, and efficient service request handling. This setup ensures that services within new categories are well-supported and integrated into the ServiceNow platform’s service delivery workflows without manual configuration of these components.

    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.