How to create a New Field on Incident Table

[Eddie5]

Hi Everyone,

I am learning ServiceNow; please help on how to create a custom field which can be used to report incidents where incident priority updated.

[Ayushi12]

Hi @Eddie5,
To create a new field on the incident form.

1. Open the form context menu and select Configure > Form Layout.
2. Enter the Name and Type of the field in the Create new field and Save

Refer: https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/change-management... 
For incident priority downgraded you can create a Onchange client script - if value of priority is degraded you can update custom field which can further used for reporting.

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Thanks!

[Eddie5]

Hi Ayushi, can you please write a script for me? I dont have knowledge on script writing.

[Satishkumar B · Accepted solution]

Hi @Eddie5 

to creating a custom field and tracking incidents where the priority was downgraded in ServiceNow:

Add a Custom Field to the Incident Table

1. Navigate to: System Definition > Tables.
2. Select: Incident table.
3. Add Field:
   • Label: Priority Downgrade
   • Name: u_priority_downgrade
   • Type: True/False (Boolean)
4. Save the Field.

Create a Business Rule

1. Navigate to: System Definition > Business Rules.
2. Create a New Rule:
   • Name: Track Priority Downgrade
   • Table: Incident [incident]
   • Active & Advanced: Checked
   • When to Run: Before, Update

(function executeRule(current, previous /*null when async*/) {
    if (current.priority > previous.priority) {
        current.u_priority_downgrade = true;
    }
})(current, previous);
​

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