Create Request button OOTB difference between versions

[janetakiyam]

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.

[Ankur Bawiskar]

@janetakiyam 

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.

[janetakiyam]

Hi @Ankur Bawiskar 

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"

[Ankur Bawiskar]

@janetakiyam 

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.

[Dr Atul G- LNG]

Hi @janetakiyam 

Agreed. Please revert to the base system, which is the recommended solution here.