Unable to add change request on incident form.

[Sameeksha Sahu]

Hi,

User is not able to add "change request" on incident form whether she is having "itil" role.

Could anyone suggest where can be the issue?

Thanks in advance!

[SANDEEP28]

@Sameeksha SahuCould you more information of your issue

1) Is user able to see the "Change Request" field under Related record tab ??

2) Is user able to search change in "Change Request" field under Related record tab ?? 

3) Is use getting any error on screen after adding change request to incident record ?

[Sameeksha Sahu]

Hi @SANDEEP28 ,

In the related records tab, change request field is visible but it is showing as read only.

FYI: There is one BR "incident query"- pasting of code for reference:

{var qc = current.addQuery("caller_id", u).addOrCondition("opened_by", u).addOrCondition("watch_list", "CONTAINS", u).addOrCondition("work_notes_list", "CONTAINS", u);

        gs.print("query restricted to user: " + u);}

If user is added as caller or opened by or mentioned in the work note list then change request field is editable but if she is added in the watch list then still she is not able to edit the field.

Could you please suggest?

Thanks in advance!

[Bert_c1]

Hi,

first, impersonate the user, open an incident, right-click on the form header and see if Options (UI Actions) appear as in the following:

If none of those appear, check the Conditions on the UI Actions:

https://[instance_name].service-now.com/sys_ui_action_list.do?sysparm_query=GOTOtable%3Dincident%5EnameSTARTSWITHCreate%5EnameLIKEChange&sysparm_view=  

To see that the incident meets the conditions.

[Sameeksha Sahu]

Hello,

These three options are showing but then also change request field is showing as read only.

Thanks!!