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 

In case you think I was able to answer your question, I would be happy if you mark the appropriate response as "correct" so that the question will appear as resolved for other users who may have a similar question in the future.

If not, please tell me what you are still missing!

Many thanks & kind regards
Maik

[knada242]

Hello Mark,

Unfortunately, no templates do not help with the described problem or goal solution.

I am looking for assistance with the creation of a client browser side userscript executed by TamperMonkey against the service now site. I may need to forgo this question and post questions lower into the code on the particulars I am struggling with.

[knada242]

Thank you for your reply, I will look into templates as well.

For the scripting part please know I am looking at running a usersript through TamperMonkey on the client side, and not attempting to script ServiceNow itself.