How can I create a standard change from incident through Interceptor ?

[williamgeorgesk]

Hi everyone,

This is trhe first time I request help from the community.

I have configured several standard changes through Change Management module.

Now, I want my technicians to be able to create a standard change from an incident with a form action.

Standard change is working with Interceptor.

So the behavior I need is :

1) A technician receives an incident

2) After investigation, it required a standard change

3) The technicien will right click on the form menu and select "Create a standard change"

4) The technicien is redirected to the "create new" change and he will see the interceptor menu to select which standard template to apply.

5) Once the standard template is selected, a standard change is created automatically with the incident linked to this change

Someone is able to help me ?

thanks a lot.

[Alikutty A]

Hi,

You can take a copy of OOB interceptor for change request and create a new one specific for Standard change. Try these steps

1) Go To Interceptors module and locate the one named "Change Request". Perform an Insert and Stay to take a copy of it, rename to Standard Change and clear of Intercepts field.

2) Open the "Direct to Standard Change" Answer from the OOB change request interceptor, change the Question field to Standard Change and perform and insert and stay to take its copy.

3) Copy the sys_id of the parent interceptor (ie Standard change) and construct the URL for your new interceptor as

https://instance_name.service-now.com/wizard_view.do?sys_target=change_request&sysparm_wizardAction=sysverb_new&sysparm_parent=sys_id

Replace with your instance name and sys_id of interceptor

4) On the form context UI action to create a new standard change, add this in the script field.

action.setRedirectURL('/wizard_view.do?sys_target=change_request&sysparm_wizardAction=sysverb_new&sysparm_parent=sys_id');

Please let me know once it works out.

Thanks

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[williamgeorgesk]

Thank you a lot for you help. I am going to try it and let you know.

[Alikutty A]

Hi William,

Were you able to try it out?

Thanks

Please Hit like, Helpful or Correct depending on the impact of the response

[amisha_parekh1]

Hi,

I tried the solution you provided below. I am able to get the interceptor when i click on Create Standard Change from Incident however how do i pass Incident number to the Standard Change request? I tried adding additional parameter "sysparm_task" but stuck on how to fetch that value on Change Request URL.

Thanks in advance!

Thanks & Regards,

Amisha Parekh