Review Button on incident/sctask form

[SM123]

Hello,

URGENT: I have a requirement to create a "review" button on incident and sctask form which will work as:  when incident is assigned to wrong group/ took long to complete / resolved incorrectly. As a user once i click on that button i should be able to add a comment. once i add a comment a notification should trigger to assignment group manager with that comment. And manger should be able to review all such incidents & SCTasks with the provided comments in a report.

To achieve this i think i have to create a button, a new comment field (so it can be easy to make report), And a new notification. any other ideas?

Could anyone help me in creating a button? 

Your response will be appreciated.

Thank you!

[AnveshKumar M]

Hello @SM123 ,

If it's me I would do this in two different ways,

1. Create a new Choice List entry 'Review' for the state field. When the UI Action button is clicked, it will add the comment and sets the status field to Review.

2. Create new custom field 'Marked for review (u_marked_for_review)' of type true/false, and when I click the UI Action, it will mark the field true and sets the comment.

For the notification part you can create a new notification make it trigger when the record is updated and matches the condition (State changes to review if you choose the first way, Marked for Review is true if you choose second approach).

For the UI Action part, create an UI Action for incident table and another one for sc_task table you can make use of the approach/code provided in this great SN Guru article.

https://servicenowguru.com/system-ui/glidedialogwindow-advanced-popups-ui-pages/

Let me know if you have any issues.

Please mark my answer helpful 👍 and accept as a solution ✅ if it helped.

[SM123]

Hello @AnveshKumar M ,

I can't add the new state field. so, if i follow your second way. When i first time click on the button it will set the 'Marked for review (u_marked_for_review)' to true. But what if i click on the button second time? Most important is one should be able to make a report of such incident/ sctask which went for Review. 

I have created a field (Review comments) like additional comments and review button. But i have to make Review comments (u_review_comments) field mandatory when i click on Review button that part is not happening could you help me with script in UI ACTION? and how i'm going to fetch the report should i create one more field? Kindly check the ss 

Thank you!

[AnveshKumar M]

Hello @SM123 

can you share the script that you are using, so I can suggets modifications?