Multi-Level Categorization in ServiceNow
- Florijana Mehmeti
This article shows how to configure the synchronization of the Multi-Level Categorization (MLC) entries. This feature is unidirectional: ServiceNow→ SolMan.
For the setup of the synchronization of the MLC entries, the field “subcategory” needs to be enabled in the Change Request form (for Incidents the field is part of the Standard custom.). Please be aware of the implication that ServiceNow supports two hierarchy levels only (category & subcategory) even though more than two hierarchy levels are used on SolMan side. Thus, only the first two hierarchy levels can be synchronized between SolMan and Jira.
Set Up on ServiceNow side
Prerequisites
The subcategory field is part of the Incident form in ServiceNow by default. For Change Requests, the field needs to be created and added.
Access the Change Request Form Designer or Builder and change the scope to global. Once in the form’s original scope, add the field “subcategory” to the form.
Make it dependent on the “category”- field and add the choices respectively for each category.
Activate a dependency of the subcategory on the “category”- field and add the choices respectively for each category.
ServiceNow Payload configuration
payload | JSON Key | value |
|---|---|---|
change_task | IVCATEGORY | change_request.category;change_request.u_subcategory |
incident_task | IVCATEGORY | incident.category;incident.subcategory |
Set Up on SAP side
Prerequisites
Active MLC schema that is assigned to the transaction type that is to be synchronized.
Viewcluster Customizing
Transaction Field Mapping & Conversion
Attribute | Object Name | Field Name | Logical Key |
|---|---|---|---|
IVCATEGORY | SUBJECT | CAT_ID | C/D (Catalog Category that is assigned to the transaction type) |
To find out which value has to be entered in the field Custom Field ID, please take a look at the MLC schema.
Transaction Value Mapping
Attribute | Internal Value | External Value |
|---|---|---|
IVCATEGORY | Category ID of SolMan category | Text of the first two category levels separated by “/” |