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How to Add a New Category to the Incident Form in ServiceNow

With Laurence Tindall

The video tutorial by Laurence Tindall, from GlideFast Consulting, explains how to add a new category to the category field on the incident form in ServiceNow. The tutorial highlights the benefits of categorizing incidents and demonstrates the process of adding a new category for SAS (Software as a Service) incidents.

To begin, the video instructs opening ServiceNow and navigating to the incident module. After opening an incident record, the tutorial shows how to access the category field label's context menu by right-clicking on it. Choosing "show Choice list" leads to the sys Choice list table, where all category choices are stored. Currently, there are five choices for incidents: inquiry, software, hardware, network, and database.

To create a new choice for SAS incidents, the tutorial clicks on the "new" button and fills in the label, value, and sequence fields with "SAS" as the category name and "6" as the sequence value. Clicking "submit" creates the new choice.

Returning to the incident form, the tutorial demonstrates that the new category choice for SAS is now available in the category field. The speaker emphasizes that adding new categories in ServiceNow only takes a few minutes and can greatly improve incident definition.

In conclusion, the tutorial provides a simple and quick method for adding a new category to the incident form in ServiceNow, using SAS as an example.


About GlideFast Consulting, A Division of Apex Systems

GlideFast Consulting is an Elite ServiceNow Partner that specializes in delivering exceptional solutions on the ServiceNow platform. We pride ourselves on offering industry-leading services, unparalleled expertise, and a track record of positive customer reviews. Our extensive experience in ServiceNow, combined with our unwavering commitment to customer success, sets us apart from our competitors and enables us to deliver successful outcomes for every client. Whether it's our deep platform knowledge, process-driven standardization, or innovative approach, we are dedicated to providing our customers with the best possible experience. Reach out to our team here.

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