This documentation supports the 19.02 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

The Service Recon ID role in updating product categorizations

When updating data from the CHG:LoadTemplate tab of the Change Process Setup spreadsheet (Change_Process_Setup.xlsx), you must be aware of the role that the Service Recon ID field plays in updating the product categorization fields.

When a Service Recon ID is provided

When a record in the Change_Process_Setup spreadsheet meets all of the following conditions, the data load job considers the product categorization data that is associated with the Service CI record on the target system, instead of the product categorization data that is recorded in the spreadsheet and in the spreadsheet’s Create/Update Change template.

Conditions:

  • The spreadsheet record contains a value in the Service Recon ID field.
  • The spreadsheet record contains a value in one or more of the product categorization fields (Product Categorization Tier 1Product Categorization Tier 2Product Categorization Tier 3).
  • The Service CI record on the target system contains a value in one or more of the product categorization fields.
  • The product categorization fields in the spreadsheet contain values, but the corresponding fields in the system record are blank.

When a Service Recon ID is not provided

When a record in the spreadsheet does not contain a value in the Service Recon ID field, the data load job updates the product categorization information in the Change template with the product categorization information that is in the spreadsheet.

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