When a RITM is created, the close not field is auto filled with text. How?

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asd22
Tera Contributor

‎04-03-2025 04:50 AM

Hello. 

When i send in a RITM and i go into it in SN i see the closenote field already have text in it, ready to be posted once the ritm is finished. Where is this text set?

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Ankur Bawiskar
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In response to asd22

‎04-03-2025 05:41 AM

@asd22 

it's picking the default close notes from the catalog item associated to your RITM.

that field should be present on sc_cat_item table and check after opening that dictionary if any default value is added in there

AnkurBawiskar_0-1743684083914.png

 

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader

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Ankur Bawiskar
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‎04-03-2025 04:53 AM

@asd22 

which field? share screenshots

Did you check any business rule, workflow or flow is setting that value?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader
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asd22
Tera Contributor
In response to Ankur Bawiskar

‎04-03-2025 04:56 AM

asd22_0-1743681389332.png

this text it auto put there when a ritm is created

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Dr Atul G- LNG
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‎04-03-2025 04:54 AM

Hi @asd22 

Check the Flow or Business Rule that populates this, but I doubt it’s OOTB (Out of the Box); is it something related to a custom field?

 

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asd22
Tera Contributor
In response to Dr Atul G- LNG

‎04-03-2025 04:57 AM

asd22_1-1743681416962.png

 i have checked the BRs for ritm and nothing is there for it, same with the flow

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