Ability to paste screen shots into the Service Request / Incident form

[Ruchi19]

Hi, is there any way to paste screen shots into the incident / service request form while creating ticket ? Lot of cutomers are asking about this feature on our side. How have you handled this apart from attaching the document?

[Slava Savitsky]

I share your frustration but, sadly, have no answer to your question.

[jnovack]

It's not your fault. It's just aggravating.

[bcronrath]

Hi Justin,

Are you not seeing the ability to paste in screenshots using the tinyMCE editor?   My apologies if I'm misunderstanding, but I've noticed for around 6 months now I actually have had the ability with it to just paste screenshots directly in to ServiceNow HTML fields.

Best regards,

Brian

[jnovack]

I do not want to derail the topic of conversation, but I'm potentially misunderstanding something.

I am expecting to be able to paste my clipboard image into "Work notes" or "Additional comments".   How does one make them HTML fields within Incident (Default View)?

[bcronrath]

I'm not sure if there is a more official way to do this, but what I did was just add an html field to the incident table and made that be the input for comments/work notes on the form.   Then, I run a business rule "before" insert or update to embed it into the journaled comments / work notes with a [code] tag around it:

if(current.u_support_comment.changes() && current.u_support_comment != '' && !current.comments.changes()){
   current.comments = ("[code]" + current.u_support_comment + "[/code]" );
   current.u_support_comment = "";
}
if(current.u_support_work_notes.changes() && current.u_support_work_notes != '' && !current.work_notes.changes()){
current.work_notes = ("[code]" + current.u_support_work_notes + "[/code]" );
current.u_support_work_notes = "";
}

Those u_support fields are the new html fields I created that appear as input on the form.