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Multi-Level Categorization in ServiceNow

Multi-Level Categorization in ServiceNow

 

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 t