how to create new fields in incident and catalog task.

brahmandlapally · ‎12-21-2023

I want the new fields called 'Intial assignmnt group' and 'intial assignment agent' in incident table and catalog task. and those new fields should populate from "assignment group" and "assigned to" when incident is created. and those fields need not be in form. those fields are used for preparing reports.

guide me if any knowledge.

Dr Atul G- LNG · ‎12-21-2023

Hi @brahmandlapally

I want the new fields called 'Intial assignmnt group' and 'intial assignment agent' in incident table

Atul: What is the use case to create the new fields, it is customization. You can create

Go to Table -- Open the Incident Table - Scroll to columns / dictionary entry

create Field there

https://youtu.be/-dZvYnpuz3E

and catalog task.

Atul: Better create the new field on task table and use in other extended tables.

and those new fields should populate from "assignment group" and "assigned to" when incident is created. and those fields need not be in form. those fields are used for preparing reports.

Atul: Intial assignmnt group' --> Refer to Group table

and 'intial assignment agent --> Refer to User table

guide me if any knowledge.

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
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View solution in original post

Dr Atul G- LNG · ‎12-21-2023

Hi @brahmandlapally

What exactly is your case ? Why you need to duplicate the values on form level?

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If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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View solution in original post

H S B · ‎12-21-2023

If this is your requirement, create 2 new fields using FORM LAYOUT as shown in attached picture ( Open any Incident record ==> Configure ==> Form Layout ) . Later on, remove these fields from form-layout as you don't want them on form, only in backend.

Then create a business rule ( Incident record ==> Configure ==> Business Rules ) ==> New ==> Populate as shown in the attached picture :

Put following code in it under ADVANCED - ( make sure you use the backend field names of new fields, no their labels )

(function executeRule(current, previous /*null when async*/) {

if(current.assignment_group!='' && current.u_initial_assignment_group=='')
	current.u_initial_assignment_group = current.assignment_group;
if(current.assigned_to!='' && current.u_initial_assignedagent=='')
	current.u_initial_assignedagent = current.assigned_to;

})(current, previous);

This will help you populate the new fields with whatever values were there in AssignmentGroup & AssiginedTo for the first time.

Later just add these new 2 fields in the report, you will be able to see data under these two columns there.

Please do mark this answer as ACCEPTED / HELPFUL. Remember, you can always mark 2 replies as ACCEPTED ANSWER as well.

View solution in original post

H S B · ‎12-21-2023

Then I would suggest you to try above solution & let me know how it goes. It should work.

If you are confused about any part, do let me know right away.

Don't forget to mark replies as ACCEPTED SOLUTION / HELPFUL.

Dr Atul G- LNG · ‎12-21-2023

Hi @brahmandlapally

What exactly is your case ? Why you need to duplicate the values on form level?

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************

Dr Atul G- LNG · ‎12-21-2023

Hi @brahmandlapally

I want the new fields called 'Intial assignmnt group' and 'intial assignment agent' in incident table

Atul: What is the use case to create the new fields, it is customization. You can create

Go to Table -- Open the Incident Table - Scroll to columns / dictionary entry

create Field there

https://youtu.be/-dZvYnpuz3E

and catalog task.

Atul: Better create the new field on task table and use in other extended tables.

and those new fields should populate from "assignment group" and "assigned to" when incident is created. and those fields need not be in form. those fields are used for preparing reports.

Atul: Intial assignmnt group' --> Refer to Group table

and 'intial assignment agent --> Refer to User table

guide me if any knowledge.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************

SanjivMeher · ‎12-21-2023

You can probably add it to the task table, which is the parent table of incident and task. You can then reuse it in multiple task extended table. One the field is added, you can add the field to the form using form layout.

Please mark this response as correct or helpful if it assisted you with your question.

brahmandlapally · ‎12-21-2023

and those fields need not be in form. those fields are used for preparing reports.