Hi @vodnalar26,
Here some of real scenario's based use cases:
- When Incident Form Loaded then some filed are make Mandatory or Read Only or Visible
/Invisible and add an Information Message to define fill all mandatory fields - When Incident State is On-Hold Then On Hold Reason field should be Visible and
Mandatory
2. Add warning message below hold reason field that is ‘’Please select at least one hold
reason’’ - Any customer after submitted (Priority 1-Critcal) incident
1. We need to display one alert message to customer about Criticality (Are you submitting
Priority one ticket)
2. Include Ok and Cancel Buttons also - 1. When Incident state is Resolved Then Resolution Code and Resolution Notes are
mandatory
2. Assigned to and Assignment Group should not be seen - If Selected Caller is VIP in Incident table, then Impact and Urgency field values setup
1-High.Impact-High and Urgency High then Priority 1- Critical set automatically
2. Impact and Urgency fields should be read only on above condition
3. Display on alert message on browser that is (Caller is VIP!) - If customer selected Incident Category is Inquiry/Help, then Subcategory
field should be hide
2. Remove choice 1-High from Impact and Urgency fields
3. Display an Error Message below impact field (Low impact is not preferring
high priority) - 1. When current incident state is New then remove all choices from State field
Choices need to be removed (In-Progress, On-Hold, Resolved, Closed, Cancelled).
2. When current incident State is In-Progress or On-Hold then remove all choices from
State Field Choices need to be removed (New, Closed,).
3. When current incident State is Resolved, then remove these all choices
Choices need to be removed (New, In-Progress, On-Hold, Cancelled)
4. When current incident State is Closed, then state field should be Read-only - If incident state is Closed then all fields make read-only
1. If incident state is closed, assigned to, assignment group, category, subcategory, impact,
urgency, contact type, short description, caller field are make read-only
2. Attachment Icon should not see in Closed record
3. All Related Lists should be hide - When customer changed incident Priority field value then work notes should
be mandatory
1. If record is New or Form isLoading or oldValue == newValue same then work notes
field should not mandatory
2. When customer changed Priority 1 to 2 then work notes field make Mandatory - User restriction, not allowing update the cell value from Incident List View
1. Any customer tries to change incident state value to 7- Closed action will be cancel and
display alert message to customer
2. Alert Message (System not allow user to update cell value) - 1. When user submit incident form need to display Assigned to Name as alter message
2. Give confirmation message also - Auto assign the value to Assignment Group depends on category
1. If Category is Network auto assigned Network Assignment Group
2. Category is Hardware auto assigned to Hardware Assignment Group
3. Category is Database auto assigned to Database Assignment Group
4. Category is Software auto assigned to Software Assignment Group - Auto set Caller value into caller field depends on current logged in user
1. Display alert message say Hello message with logged in user full name - Date Validation between two fields for Incident table
1. Create Two custom fields in incident tables (Start Date, End Date)
2. Start date shoul should be always before End date
3. Start date should not equal to End date
4. Give me Error Message under End date field - Hide Resolution Information section when state is not equal to Resolved
1. When Page Is Loading and state is not equal to Resolved then hide Resolution
Information section otherwise display section.
Hope this helps you!!!😉
If you find my answer useful, please mark it as Helpful and Correct. 😊
Regards,
Soham Tipnis
ServiceNow Developer || Technical Consultant
LinkedIn: www.linkedin.com/in/sohamtipnis10
