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

[arturosantospar]

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]

Hi Arturo,

Can you provide the exact steps how you are using templates? Where are the links to create new incident and create new change coming from? This doesn't sound like standard template behavior, but something that may have been configured/customized.

Thanks

[arturosantospar]

Hi Chunk,

I just replicate in my personal instance and this is out of the box behavior.

Change > Create New > Standard: Select..... > Server Standard Changes > Decommission local office (when I click this template the ticket is automatically created ) > ..... Form displays.

If I navigate out at this point without filling anything out or without press any other button or make any other action and go to view all changes the change is already created.

So we would like the to make this creation only if the user submits the form it self ( click schedule, or click save, or click a New button) no when the template name is clicked.

Thanks.

[Chuck Tomasi · Accepted solution]

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.

[vidhukeshvimal]

Hi arturosantospardo

You'll need to check the box under Standard Configuration Properties 

Tow Step - Check mark this box