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‎06-20-2022 11:18 PM
Hello,
I'm studying servicenow platform and will pass the CSA in the near future.
I have some exercises related to an incident management application,
I couldnt find how to configure some requirements , i will put few of them if you could advise,
7-Automatically add the following information to the comments:"RESOLUTION NOTE: "+<resolution note>
8-The search for the proposed knowledge is done on the basis of the short description field.
Solved! Go to Solution.
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Incident Management
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‎06-21-2022 01:24 AM
Hi Alexandre,
7 > You can use an after update business rule on the [incident] table to do so.
Conditions might be i.e. state changes to resolved and close notes is not empty (shouldn`t be empty due to UI Policy - but we could still check).
8 > Go to the dictionary of the short description field and add an attribute in the attributes related list on the bottom of the form: Knowledge search and set it to true.
that would then be valid for all tables extended from [task].
If it should only work for incident you can create a dictionary override for the [incident] table and set the attribute there.
Hope it helps & good luck for your CSA.
Cheers!
Martin
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‎06-21-2022 01:24 AM
Hi Alexandre,
7 > You can use an after update business rule on the [incident] table to do so.
Conditions might be i.e. state changes to resolved and close notes is not empty (shouldn`t be empty due to UI Policy - but we could still check).
8 > Go to the dictionary of the short description field and add an attribute in the attributes related list on the bottom of the form: Knowledge search and set it to true.
that would then be valid for all tables extended from [task].
If it should only work for incident you can create a dictionary override for the [incident] table and set the attribute there.
Hope it helps & good luck for your CSA.
Cheers!
Martin
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‎06-21-2022 04:32 AM
Great thanks Martin
appreciated!
I posted additional questions if you could help as well 🙂