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Using Services in Incident and Change

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In this lesson, you will learn:

  • Why service fields matter
  • The Service and Service offering fields
  • How to fill them for the agent
  • How changes use them

🔁 Quick look back: Last time: Subscriptions and Who Can See a Service. You learned how subscriptions link people and places to offerings, and how to keep pipeline services hidden.

1 “How many email incidents last month?”

Arjun asks how many incidents hit SNWR Email.

  • Some incidents say “email” in the description.
  • Some have a CI. Most have nothing.
  • The report shows 12. The real number is nearer 90.

🎯 The problem: If records don’t name the service, service reports are wrong.

👉 The fix: make Service and Service offering required, and fill them for the agent where you can.

2 The two fields

Field Example
Service SNWR Email
Service offering SNWR Email – Standard
Configuration item snwr-mail-01
Service fields on INC0010150. Configuration item: snwr-mail-01. Service: SNWR Email, filled from the CI. Service offering: SNWR Email - Standard, filled from the caller's subscription. Notes: 1 The agent picks the CI. 2 The service and offering fill in. 3 Both are required before the incident can be resolved.
Figure 1. Pick the CI. The service fills in.

3 Filling them in

  • Some releases fill Service from the CI for you. Test yours first.
  • If not, add a simple rule that looks up the CI’s service.
  • Make the fields required at Resolve, not at New, so agents aren’t slowed down on the phone.

📝 Note: On changes, Service and the impacted services list show what the change could affect. You’ll use this in the next chapter.

💡 Good to know: Need a refresher? See Fundamentals › Form Configuration › Form Layout.

4 Let’s try it: make the service fields required

  1. Open an incident form. Use Form Layout to add Service and Service offering if you don’t see them.
  2. Create a UI policy: when state is Resolved, make Service and Service offering mandatory.
  3. Create an incident with CI snwr-mail-01. Does Service fill in? Note what your release does.
  4. Try to resolve without a service. Check you’re stopped.
  5. Run a report: incidents by Service. Check SNWR Email shows.

5 Quick recap

  • Records need a Service and Service offering
  • Fill them from the CI where you can
  • Make them required at Resolve
  • Service reports are only as good as these fields
  • Changes use services to show impact

6 Check yourself

Think of your answer first. Then tap to check.

1 Why make Service required at Resolve, not at New? Show answer

So agents aren’t slowed down while on the phone.

2 The CI is snwr-mail-01. Which service? Show answer

SNWR Email.

3 Why did Arjun’s report show 12 instead of about 90? Show answer

Most incidents didn’t name the service.

4 How do changes use services? Show answer

To show what the change could affect.

Nice work! SNWR’s records now name their service. 🎉
Next up: What CSDM Data Does SNWR’s Go-Live Need?

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