Create Major Incident UI action help

tomlm13
Tera Contributor

‎08-28-2023 02:09 PM

Hi, 

 

I am curious what the best way would be to modify the Create Major Incident action to preload some values, specifically assignment group, priority, and whom the ticket is assigned to. I am relatively new to the platform and I am not sure if I would accomplish this by modifying the 'Create Major Incident' UI action, or through a business rule or client script. Or if all of these are possible what is recommended?

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SwarnadeepNandy
Mega Sage

‎08-28-2023 06:09 PM

Hello @tomlm13,

 

Major Incident creation has changed. Now there is a new field called "Major Incident State", whose value determines if an Incident is a Major Incident or not.

So, from an Incident you basically Propose or Promote to Major Incident. And the same Incident along with all its values becomes Major Incident.

Create Major Incident - https://docs.servicenow.com/en-US/bundle/vancouver-it-service-management/page/product/incident-manag....

 

Hope this helps.

 

Kind Regards,

Swarnadeep Nandy

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