Create Request button OOTB difference between versions
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04-14-2025 08:09 PM
Hi Community,
I was just checking skipped record when upgrading from Washington DC to Yokohama version, and notied that the condition of the OOTB create request button has changed.
As you can see below, GlidePluginManager has changed from incident_management to request_management.
As this is OOTB change, I was wondering if this change should be applied (Revert to Base system) rather than keeping the current condition.
Washington DC:
current.incident_state != IncidentState.CLOSED && (gs.hasRole("itil") || (GlidePluginManager.isActive("com.snc.itsm.roles.incident_management") && gs.hasRole("sn_incident_write")))
Yokohama:
current.incident_state != IncidentState.CLOSED && (gs.hasRole("itil") || (GlidePluginManager.isActive("com.snc.itsm.roles.request_management") && gs.hasRole("sn_request_write")))
Im assuming the record coming up ask skipped record is there was potentially slight change in the record but reverted back by a developer.
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04-14-2025 08:35 PM
Since this is an OOTB change, it is generally recommended to revert to the base system to ensure compatibility with future updates and maintain alignment with ServiceNow's best practices.
If my response helped please mark it correct and close the thread so that it benefits future readers.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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04-14-2025 10:41 PM - edited 04-14-2025 10:42 PM
Thank you for your comment
What are the impacts of reverting to base system and the script condition changing from "com.snc.itsm.roles.incident_management" to "com.snc.itsm.roles.request_management"
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04-14-2025 11:11 PM
the impact will be based on role users
if the user has that role then they will see.
If my response helped please mark it correct and close the thread so that it benefits future readers.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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04-14-2025 10:35 PM
Hi @jnt-cnt
Agreed. Please revert to the base system, which is the recommended solution here.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
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