Components created with new service categories
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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 specific to that service category. These components are separate from the default ones installed with the Service Creator application and enable effective management and access control for services within that category.
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Key Features
- Tables: For each new service category, a dedicated task table is created to store request task records. This table extends the base Task table and is named based on the associated department and service category. A new application menu and modules are also created for users to access these records, with unique numbering configured.
- User Roles: A specific user role is generated for each service category, named according to the service category table. This role is essential for accessing request records and is automatically assigned to managers, editors, and service fulfillers of the category. Access Control Lists (ACLs) are configured to restrict task record assignments and access to users with this role.
- Email Notifications: Multiple predefined email notifications are created to keep groups and individual users informed about task activities. Notifications cover events such as comments added, tasks assigned, tasks closed, and work notes added, ensuring timely communication between assignees, groups, and requesters.
- Forms: A customized form is created for each service category to view request task records. This form includes layouts with formatters that display service-related questions and the answers provided by users, enhancing the user experience when managing requests.
- Service Catalog Categories: Each new service category has a default service catalog category created to organize new services within that category, simplifying service management and navigation.
Key Outcomes
- ServiceNow customers can efficiently manage requests and tasks specific to new service categories with dedicated tables and forms.
- Role-based access ensures that only authorized users can view and manage service category records, maintaining security and proper assignment workflows.
- Automated email notifications improve collaboration and awareness among users and groups involved with service tasks.
- The creation of default service catalog categories streamlines the addition and organization of new services under each service category.
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:
| 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. |
| 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. |
| 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. |
| 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. |
| Name | Description |
|---|---|
| <service category name> | The default service catalog category for new services created within a service category. |