Impact of modifying the condition of a OOB UI action on Global table

[swaghosh]

There is an OOB UI action named compose email in Global table. The UI action is present as workspace form menu. Now I want to disable this UI action on HR cases only on agent workspace. In order to disable this, we can update an additional condition (!current.sys_class_name.includes('sn_hr_core_case').

I wanted to know what is the impact of updating this OOB UI action condition during ServiceNow upgrades. Will there be any skipped records created and how we need to handle them if created.

Note: We won't touch the script of the UI action

[Ravi Gaurav · Accepted solution]

Hi @swaghosh 

Modifying an OOB UI action condition will likely create a skipped record during the next ServiceNow upgrade.

Skipped records are created when an upgrade detects customizations in OOB records, requiring manual review and resolution.

--> After an upgrade, you can choose to keep your customization, accept the new OOB version, or manually merge changes.
PFB image of skipped log and how you can act on it :-

[WarnerMarkk]

Hey Swaghosh,

Modifying OOB UI actions can be tricky during upgrades. While adding a condition like !current.sys_class_name.includes('sn_hr_core_case') might seem simple, it's possible ServiceNow updates the action itself in future releases. This could create skipped records during upgrades.

I'd recommend exploring alternative approaches like a custom UI action specific to HR cases or a UI action with a condition based on a custom field instead of the base table name. This might minimize upgrade conflicts.

For more advanced customization and to streamline your ServiceNow workflow, consider exploring AI productivity tools that can automate tasks and provide intelligent recommendations.