How can i disable the Company field autopopulation on Incident and Change request?

Fotios Kossyvas
Tera Contributor

‎06-13-2023 06:47 AM

I am on Utah Patch 3 Hot Fix 1 and i am trying to insert Incidents and Change Requests via the Rest API.

  • When i insert an Incident it ignores the company value i am submitting and it inserts the company of the caller instead.
  • When i insert a Change request it ignores the company value i am submitting and the company field remains empty.

This does not happens with RITM's, when i insert one providing a company value it inserts the value correctly.

I searched for a BR in Incidents but i cannot find one that autopopulates the company field while i don't undestand why it ignores my value for a Change Request.

Can you tell me how can i disable this OOTB autopopulation?

Thank you

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3 REPLIES 3

JohnPeck1
Tera Contributor

‎06-13-2023 06:51 AM

To disable the out-of-the-box (OOTB) autopopulation of the company field in Incidents and Change Requests in ServiceNow, you can follow these steps:

  1. Log in to your ServiceNow instance with an account that has administrative privileges.
  2. Navigate to the System Properties module by searching for "System Properties" in the navigation bar.
  3. In the System Properties window, search for the property named glide.ui.incident.auto_company.
  4. Once you locate the property, uncheck the checkbox next to it to disable the autopopulation of the company field in Incidents.
  5. Similarly, search for the property named glide.ui.change_request.auto_company and uncheck its checkbox to disable the autopopulation of the company field in Change Requests.
  6. Save the changes.

Disabling these properties should prevent the autopopulation of the company field in both Incidents and Change Requests. After making these changes, when you insert new records via the REST API, the company field should no longer be automatically populated, allowing you to provide the desired company value.

Please note that modifying system properties can have wide-ranging effects on the behavior of your ServiceNow instance. Make sure to thoroughly test these changes in a non-production environment before implementing them in a production environment.

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Fotios Kossyvas
Tera Contributor
In response to JohnPeck1

‎06-14-2023 02:42 AM

Hi @JohnPeck1, 

i cannot find these properties in my Servicenow istance. 

I even checked the table of all system properties (sys_properties) directly but as you can see here those refered by you are not defined

Senza nome.png

Maybe in Utah version is there something else to do?

 

 
 
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bvlo
Tera Expert

‎03-12-2025 06:57 AM

For anyone stumbling across this post in the future, we found the answer here -> https://instance_name.service-now.com/sys_script.do?sys_id=51c4e266c611228500ae2d6661f276de

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