**The below changes primarily affect iSolutions though other tenants may be impacted if they interact with Incidents where the Logged For is set to IT**
The requirements for ticket logging have been changed such that for tickets where the Logged For is IT:
- Category, Subcategory and Item will become non-mandatory – They will still be visible and can be set manually but will back-populate based on the Service. This is to continue to account for existing reporting that may be in place based on CSIs.
- Service will become mandatory – The Services come from the Systems & Service list in the CMDB and for the most part reflect what was to be traditionally found at the Subcategory or Item level of the CSI structure, so finding the appropriate Service to log a ticket against should be simple. The search also accounts for the Description of the Service, as well as optional Keywords to aid searchability. These fields are also presented in the drop down when searching to make it easier to select the appropriate Service.
- Close Category, Close Subcategory and Close Item will become non-mandatory – As with the opening CSIs, they will still be visible and can be set manually. They will also auto-populate upon resolution with the opening CSIs to reduce unnecessary overhead.
- Action Code will become mandatory on resolution – The Action Code allows for the additional level of categorisation, which for many services was previously represented at the Item level in the CSI structure. It is a dynamically populated list that is dependent on the Service field.  It can be populated at any time but becomes mandatory on resolution.  Services already have lists of Action Codes when they previously appeared at the Item level. If there were no CSI categories at this level before, the Service will have **No Action Code**. This can also be selected if the Action Codes available aren’t relevant to the ticket, an option not previously possible using CSIs. If the Action Codes shown aren’t expected, it might indicate that the wrong Service has been selected. If Service Owners or Support Teams would like additional Action Codes for their service to add a layer of categorisation to their tickets for capability reporting, they can be requested using the form at: https://sotonproduction.service-now.com/soton/it_rq_sn_action_codes.do
As the new methodology is embedded and any initial data or process issues handled, the CSIs will eventually become less prominent and subsequently removed. These changes will also be ultimately applied to other areas of the system that use them (e.g. Problem), as well as offered to other tenants who might find it a preferable categorisation approach.