Customize Substatus in incident template

[sajal_chatterje]

Hello community,

We have this existing configuration where the sub status depends on status field in service now. Now, there is a need to customize it based on CI selection and flag.

Eg :- If CI selected is "Xyz" and a flag is checked then for a status - pending option it should only display 3 sub status option. Current configuration displays 6 options for status pending

Question: -

Is it a good practice to customize this way?? If yes, how can we achieve it? Please let me know your thoughts. 

Thanks,

Sajal

[Mark Manders]

Create a client script for this (onLoad/onChange -> hide the options when CI - xyz). Make sure all options are available through the dependencies added.

[sajal_chatterje]

Hello Mark,

I tried using g_form.removeoption() but it is not working. Could you please help here?

Thanks!

[Mark Manders]

Please share your entire script (and did you have it onChange and onLoad)?

[sajal_chatterje]

It is defined on Change when status changed to "pending" because for status pending only substatus populates.

below is my script

function onChange(control, oldValue, newValue, isLoading, isTemplate) {

   if (isLoading || newValue === '') {

      return;

   }

   //var c=g_form.getValue('cmdb_ci');

   var stat=g_form.getValue('state');

var cmd=g_form.getValue('ci');

   if(stat=='3' && cmd=='sys id of record') {

    g_form.removeOption('hold_reason','6');

   }

   }