Action Status on Incidents

[Michael Todd]

Hi,

I am aware of the OOTB features for the "Action Status" field on cases in the CSM module but I was wondering if there was any pre-built automation for the field for incident management. The Action Status field is available for incidents -  but that could just because both tables are extended from tasks.

One use-case we have for this is to flag incidents that need attention when the incident has been updated by a team other than the assignment group. Trying to avoid building customisation if possible.

Appreciate any help or guidance anyone has to offer.

Thanks, 

Mike.

[sourav1999]

ServiceNow does not provide out-of-the-box (OOTB) automation for the "Action Status" field for Incident Management. However, you can achieve your use-case by creating a Business Rule or a Flow Designer Flow. Here are the steps to create a Business Rule:

1. Navigate to System Definition > Business Rules.
2. Click on New to create a new Business Rule.
3. Give it a meaningful name, like "Update Action Status".
4. Select the "incident" table.
5. In the "When to run" section, select "After" and "Update".
6. In the "Filter Conditions" section, add a condition to check if the "Updated by" field is not the same as the "Assignment group" field.
7. In the "Actions" section, add an action to update the "Action Status" field to the desired value.
8. Click on Submit to save the Business Rule.

Please note that this is a customization and not an OOTB feature. It's always recommended to minimize customization to make future upgrades easier.

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[Michael Todd]

Thanks for replying. Yep - was aware we could create flows or BRs as customisation for this requirement but it's a shame ServiceNow have not made this OOTB as with CSM.

[Rajdeep Ganguly]

ServiceNow does not provide out-of-the-box (OOTB) automation for the "Action Status" field for Incident Management. However, you can achieve your use-case by creating a Business Rule or a Flow Designer Flow. Here's a high-level overview of how you can do this:

1. **Business Rule Approach:**
- Create a new Business Rule on the Incident table.
- Set the "When to run" option to "After".
- In the "Conditions" section, check if the "Updated by" field is not the same as the "Assignment group" field.
- In the "Actions" section, set the "Action Status" field to the desired value.

2. **Flow Designer Approach:**
- Create a new Flow in Flow Designer.
- Set the trigger to "When a record is updated" on the Incident table.
- Add a condition to check if the "Updated by" field is not the same as the "Assignment group" field.
- Add an action to update the "Action Status" field to the desired value.

Please note that these are high-level steps and you may need to adjust them based on your specific requirements. Also, remember to thoroughly test any changes in a non-production environment before deploying them to production.

nowKB.com

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