Service Operations Workspace: Additional mandatory field in the Resolve modal

[Bruno GALLIER1]

I'd like to an extra custom field (u_cause) in hte modal displayed when clicking on the "Resolve" declarative action, as it is a mandatory field for us in order to resolve an incident.

I tried modifying the Action Payload Definition but I don't see any difference.

Actually, I had made another tried before where I had put u_cause as the 4th parameter and I see now that even after updating the payload, my extra field is still shown as the 4th field in the related list.

What do I miss? How should I proceed to add an extra field in the modal?

[mah1]

Did you make any progress with this?  I also need to add another field to the "Resolve" declarative action modal that is mandatory for us in order to resolve an incident.

Thank you

[Vincent Siebens]

At the moment it is not easy to fix this. The script you should edit is read-only protected: SOWFormModalSNC (/sys_ux_client_script_include.do?sys_id=7755a906778f1110a3f706e57b5a9931).

I've contacted ServiceNow about this problem and they said they will be opening up this configuration in an upcoming SOW release.

As a workaround/interim solution, you could disable the OOTB resolve action and create a custom resolve action with a custom modal.

[Glenn Dickerson]

I worked out a solution to this problem.   Basically, you create a variant of the the SOW Form Modal SNC page in the Service Operations Workspace and then hack the 'Initial Form Data' client script.  There are a couple of pre-requisites though to get the fields to show up.   I have detailed my solution in a document that I am attaching.  I have not run into any issues with this approach so far.   Technically, it is a hack as ideally, you would want to script this to be more configurable.  I do think this will work in a pinch though.  Please find the attached word document.  I wanted to write an article for this, but they seem to have removed the 'create article' link on this site.

[Glenn Dickerson]

I worked out a solution to this problem.   Basically, you create a variant of the the SOW Form Modal SNC page in the Service Operations Workspace and then hack the 'Initial Form Data' client script.  There are a couple of pre-requisites though to get the fields to show up.   I have detailed my solution in a document that I am attaching.  I have not run into any issues with this approach so far.   Technically, it is a hack as ideally, you would want to script this to be more configurable.  I do think this will work in a pinch though.  Please find the attached word document.  I wanted to write an article for this, but they seem to have removed the 'create article' link on this site.