How to make 'Incidents fix by Change' mandatory in change request?

Hermes14 · ‎02-10-2025

Hi,
how do i make the incident fix by change mandatory in the related list tab in change request?

Dr Atul G- LNG · ‎02-10-2025

You can use a BR to make it mandatory, but the question is—does an incident always get fixed through a change in practical scenarios? Rethink this approach, but yes, you can enforce it as mandatory if needed.

https://www.servicenow.com/community/itsm-forum/mandatory-related-list/m-p/813518

https://www.servicenow.com/community/itsm-forum/how-to-make-related-list-as-mandatory/m-p/827850

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Dr. Atul G. - Learn N Grow Together
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View solution in original post

Ankur Bawiskar · ‎02-10-2025

@Hermes14

you can use before update business rule and check and abort the update.

Condition: Category Changes to Service

Script:

(function executeRule(current, previous /*null when async*/ ) {

    // Add your code here
    var gr = new GlideRecord("incident");
    gr.addQuery("rfc", current.sys_id);
    gr.query();
    if (!gr.hasNext()) {
        gs.addErrorMessage('Please add data in related list');
        current.setAbortAction(true);
    }

})(current, previous);

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

View solution in original post

Hermes14 · ‎02-11-2025

so currently there is an issue where when I save, the message pops up and the actions are aborted but the state still moves. e.g. new to assess state. Only when I refresh the page where it goes back to new state. Hoping for a solution for this

Dr Atul G- LNG · ‎02-11-2025

Hi @Hermes14

This is expected as it is just showing state but did not get saved.

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If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/dratulgrover [ Connect for 1-1 Session]

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Hermes14 · ‎02-11-2025

is there a way for this to not happen?

Dr Atul G- LNG · ‎02-11-2025

Hi @Hermes14

As per my previous experience no solution for this.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/dratulgrover [ Connect for 1-1 Session]

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Dr Atul G- LNG · ‎02-10-2025

Hi @Hermes14

You can use the BR for same, follow the links as mentioned in early reply.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/dratulgrover [ Connect for 1-1 Session]

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