How to create the incident and change Number, only after submit?

arturosantospar · ‎01-03-2017

Hi all,

I am trying to figure it out how to avoid the auto number creation when the create new incident or create new change link are clicked. I would like the number to be created only when the form is summited no when the form is opened the first time. Many clients click the links as a curiosity to see how the forms looks like and the fields they will need to fill.

Thanks.

Chuck Tomasi · ‎01-05-2017

Thank you for the details. The standard change templates are run through the record producer/service catalog engine to get created via a record producer, which is different than just opening a new record and applying a template to it from sys_template.

Why this approach was taken, I don't know - it was likely for a better user experience so things could be categorized and submitted quickly rather than searching through dozens of templates from a reference list popup.

All I can say at this point is - it is how it is and because the record is submitted with the template values, there's no 'going back' before the record is created.

View solution in original post

Chuck Tomasi · ‎01-03-2017

You need to go to System Properties> System and check this box.

This is a global system setting for all auto-numbered records. It is not table-specific.

arturosantospar · ‎01-03-2017

Hi Chunk,

Thanks for the replay changing this flag did not help with my issue. Let me explain again with a change record example. Lets says I crate a standard change record, Of type network when I choose any of the templates a new change record is created. if the users realize that chooses the incorrect type of template and wants to go back, the change still there even it was never submitted. We need to change this behavior to create the Change record only when is submitted and all the required filed are populated no when we click on the template.

Cheers.

Chuck Tomasi · ‎01-03-2017

Hi Arturo,

Thank you for the explanation. It sounds like record numbers are not the issue so much as allowing people to make changes before the change request gets processed by the change team (e.g. workflow/notifications/etc. get kicked off.)

I have seen organizations create a "Draft" state where users can save and commit changes to the request even though it has not been "officially" submitted. Once the change request gets out of Draft state and officially "submitted", then the workflow kicks off (with a simple addition of a condition on the workflow(s)).

arturosantospar · ‎01-05-2017

Thanks Chuck for taking the time to answering me.

This not related to the user been able to store info before start the process. The issue is the change record been created when it should not.

Issue:

User is clicking in a standard template, by the time the form is displayed to the user to be filled out for the first time, that change is already created in the table. The user look at the change and decides not to continue with the creation of the change and close the page or navigate out of that form to avoid the change record creation, but the change was already created.

Goal:

Click on the templates to open the related Change form without the change been created yet.

1) if the users decide to fill out the form and submit, then the change is created/saved, making sure the auto numbers get created and any other default process.

2) if the users decided not to proceed to creation just navigate out the form but the change will not be created at all.

Main reason.

We have a lot of standard templates, and the users don't know what is required in each of them, so they open them by curiosity to see if that template is what they need or not. By the time they discover they selected the incorrect option the change is already created and they have to ask change management to cancel them or the client gets called by change management asking why the change is remaining open and the user is not even aware he created the change record.

Thanks.