how to make fields mandatory for all INC w/override method for certain fields

davematz · ‎10-02-2019

I am working in the NOW Learning module for Madrid version and need help learning what to do for this issue.

Configure Incident Form

We want the category and subcategory (add to the form) values to be updated so that the exact type of call is recorded and this can be later be used in reports to establish trends.

1. Set the following fields mandatory AT ALL TIMES for ANY incident records: (3 of the fields are used on other tables which we DO NOT want to impact, what override method should be used to make these mandatory only for Incident?)

- Caller, Category, Subcategory, Configuration item, Assignment group and Short description.

2. Set Assigned to mandatory for all States values except "New" or "Canceled" (is not one of...)

I have resolved and validated # 2, but need help in solving # 1.

Please let me know where and what I need to do to complete task # 1.

My failed attempts at # 1:

I went to the Incident Form Design and made all field mandatory, but it wouldn't validate.
removed mandatory from Caller, Configuration item, Assignment group; but again wouldn't validate
went to configure dictionary for Caller and made mandatory, but that wouldn't validate
went to system definition > dictionary > NEW to create new entry and this didn't validate either (table = incident, type = reference, column label = Caller, active = true, mandatory = true, Reference specification > reference = User)

Thank you.

davematz · ‎11-20-2019

I finally figured this out.

For Configuration Item, Assignment Group and Short Description:

System Definition > Dictionary
Filter by column_name = cmdb_ci and Table = task
open record
go to related lists for dictionary overrides
new entry for incident table and set override mandatory = true
update record
repeat for assignment_group and short_description columns

For Caller, Category, Subcategory:

Incident > Open; open any record
Context menu: Configure > Form Design
add subcategory field to form below category field
edit field properties to make mandatory true
repeat step 4 for caller and category field properties

Validate task in the Now Learning simulator to make sure the task is 100% validated.

View solution in original post

Prateek kumar · ‎10-02-2019

Did you try dictionary overrides??

https://docs.servicenow.com/bundle/newyork-platform-administration/page/administer/data-dictionary-t...

Please mark my response as correct and helpful if it helped solved your question.
-Thanks

davematz · ‎10-02-2019

So I do the procedure you provided:

Procedure

Navigate to System Definition > Dictionary.
Open the record for the field.
In the Dictionary Overrides related list, click New.
Fill in the fields on the form, as appropriate (see table).

However, I do not have a related list as Step # 3 calls out.

When I skip Step 2 and go from Step 1 directly to Step 3 then my issue is documented above in my original post.

Please give more specific instructions/guidance so I can solve, learn, and retain what I should be doing to solve this exercise.

Thank you.

Alexander Grisb · ‎10-02-2019

For this, you should be using a UI action to make those fields mandatory.

Hope this answer helped or solved your problem. If so, please mark as 'Helpful' or 'Correct'. Thanks!

Alexander

davematz · ‎10-02-2019

I created a new UI action "INC Mandatory fields" on Incident(incident) table, but cannot figure out how to add the field o this action to make them mandatory. Please explain what I need to do and since I'm new and learning I need you to be literal and specific so I can solve this and understand what you are suggesting.

Thank you.