The Zurich release has arrived! Interested in new features and functionalities? Click here for more

Attach SOP field to Incident when state of INCIDENT state changes to Resolved

abc1233
Tera Contributor

a month ago

When Incident state is changed to resolved the "SOP Attached" field should be mandatory  and in "SOP Attached" field there should be two options YES and NO .

If Yes is selected (user have to attached the SOP document) and once SOP is attched then resolve the incident.

If not is selected user can able to resolved the incident directly. 

0 Helpfuls
  • 423 Views
5 REPLIES 5

Dr Atul G- LNG
Tera Patron
Tera Patron
In response to abc1233

a month ago

Hi @abc1233 

Not sure why you are attaching the SOP directly. Instead, convert that SOP into a Knowledge Base (KB) article. Then, by using the OOTB solution, you can attach the KB to the incident whenever required. Much simpler.

*************************************************************************************************************
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]

****************************************************************************************************************
0 Helpfuls