Userscript For Incident Resolution

[knada242]

Hello All,

I am an IT incident resolver that works with ServiceNow. I work with a high volume of incidents, and I am looking to simplify the process to resolve an incident.

I would like to use a userscript that can copy redundant fields, and select closure options when the incident status is changed to resolved. When an incident is changed to resolved the fields Resolution Code, Resolution CI, and Resolution Notes under the Closure Information tab become available. The Resolution code we use is always set to Resolved Permanently. The Resolution CI is always set to the Configuration Item in the incident. Finally the Resolution Notes is always a copy of the notes field External Comments.

I have Tampermonkey installed on the browser that is used to access ServiceNow. Can these be set and copied by a userscript when the status the incident is changed to Resolved?

[Maik Skoddow]

Hi @knada242 

for such repetitive fillings ServiceNow offers the feature of Templates (https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/form-administration/...)

To apply an available template see https://docs.servicenow.com/bundle/quebec-it-service-management/page/product/incident-management/tas...

Kind regards
Maik

[Hitoshi Ozawa]

Seems easier to create an after business rule on the incident table on condition = resolved.

Resolution code (close_code) = "Solved (Permanently)"

Update the Work notes (work_notes) field and configuration item (cmdb_ci) field in the corresponding task to add work notes and configuration item.

[knada242]

Thank you for your reply. I will look into this. Is this something I can do as a user of ServiceNow as I do not have any additional rights to ServiceNow beyond that of a user. 

[Maik Skoddow]

Hi @knada242 

as an ITIL user you can create your own templates, as this an important feature to accelerate your work.

For any scripting solutions, you would need admin rights. 

Kind regards
Maik