How to customize end user incident form.

[Akash Avasare]

if end user creating new incident by default there is only two field's so how to customize this form and how to add more field's in that form.

[Saurav11]

Hello,

Can you paste the screenshot of the form you are referring to and is it on portal?

Thanks.

[Community Alums]

Hi @Akash Avasare ,

Complete the following steps to create a new field on the Incident form.

1. Open the form context menu and select Configure > Form Layout.
2. Enter the following values in the Create new field section.

   Field	Value
   Name	Needs Review
   Type	Choice

3. Click Add to add the new field to the slushbucket.
   The new field appears at the bottom of the Selected slushbucket.

1. Use the up and down arrows next to the slushbucket to move the new field next to the Assigned to field.

   

   Mark my answer correct & Helpful, if Applicable.

   Thanks,

   Sandeep

[Sanjay Bagri1]

Hi Akash,

go to below link: 

https://docs.servicenow.com/bundle/orlando-platform-user-interface/page/administer/navigation-and-ui/task/control-views.html

https://community.servicenow.com/community?id=community_question&sys_id=a187c072db50101413b5fb24399619a9

Please mark my answer is correct and helpful.

Thanks

Sanjay Bagri

QBrainX Pvt. Ltd.

[shloke04]

Hi @Akash Avasare 

As per the description which you have mentioned it looks like you are referring to the Form present in Service portal named as "Create Incident" which by default has only two field(variables) 

Urgency

Please Describe your issue.

Refer to screenshot below:

If this is what you are talking about then these are variable created on a Record producer. So if you want to create more Variables apart from Urgency and Description you need to follow below steps:

1) Navigate to the module "Record Producer" as shown below:

2) Search for Name is Create incident as shown below:

Open this record and scroll down to bottom , there is a Related List named as "Variables" as shown below:

Click on New and add a new Variable as for example I have added a Variable naming it as Additional Details as shown below:

There are different types of variables present. Please refer to below link for details on each of them:

https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service-catalog-management/reference/r_VariableTypes.html

For now I am selecting as a Multi Line text variable as shown below:

In this make sure to select the checkbox "map to Field" and then select the field to which you want to map this variable value once the Incident is created as shown below:

Once done, you will have the new variable being shown there as shown below:

You can set the order of these variables as well to display where you need. There is a Order field on these variables form itself to control this.

Once you create record it will get mapped as well  in native view as well in backend.

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke