Creation of Emergency Change from Incident.

[Kaushik Ghosh]

Hi All,

I need to create develop a mechanism to create Emergency Change from Incident.

There are certain conditions which will trigger the creation of Emergency change in the incident portal. The option will come if these conditions will be there.

Incident Priority = P1

State of Incident to allow creation of Emergency Change : New, Queued, InProgress, OnHold, Resolved

MI Flag = False

If the Incident is P2, P3, P4 -> When elevated to P1 must allow creation of Emergency change

Requirements from Incident:

1. Enable a Field to ask “ Doe this Incident require Emergency Change (Y/N) with choice(YES,NO)
2. If “YES”, then enable additional field “Change Assignment Group” -> This field value to reference “sys_user_group” by applying filter to type contains “change_owner” and active=”true”
3. After filling all mandatory details in the “Incident” upon Save will auto generate Emergency Change
4. Change Request to be visible for users under “Incident” related tab “change Request”

Requirements from Change:

Certain fields will be auto populated from Incident form to Change form,

Configuration item -> From Incident “Configuration Item field”

Owner Group -> “From Incident reference field -> Change Assignment Group”

Short Description: “Incident No”+ Incident (Short Description)

Description: Incident Description

Reason for Change: Break-Fix (auto populate)

Planned Start Date: “Incident Created Date/Time”

Planned End Date: “24 hours from Planned Start Date/Time”

Could you please let me know how to do it.

[sourav1999]

• Emergency changes are created from incidents in ServiceNow to quickly resolve issues that require immediate attention.

•To create an emergency change from an incident, open the incident and click the Create Emergency Change button in the related list.

• Enter the required fields, such as the emergency change's title, priority, and description.

• Click Submit to create the emergency change.

• The emergency change will be linked to the incident and the incident will be updated with the emergency change's details.

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[Mark Manders]

Since you want it to be created automatically: create a flow that triggers on your conditions to create the emergency change. You can use the incident pill to populate the fields from the incident.