Copy Fields from problem record to Change Request in workspace

[IAmIshan]

In Problem Management, my understanding is that when creating a Change Request from a Problem record in a Workspace, we do not use a regular UI Action. Instead, ServiceNow uses a Declarative Action Assignment, which passes a payload to grab values from the current Problem record and populate the new Change Request.

How can we update this process to include custom fields, or how can I map the Service field on the Problem record to the Service field on the Change Request??

[Ankur Bawiskar]

@IAmIshan 

share that OOTB declarative action link

Instead of customizing that OOTB component, why not try this

-> use onLoad client script on CHG table and grab the PRB sysId from URL by doing some manipulation

-> then use GlideAjax to bring values from PRB record and set on CHG form in fields

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[IAmIshan]

Thanks for responding.

OOTB Declarative Action Link : https://yourinstanceID.service-now.com/now/nav/ui/classic/params/target/sys_declarative_action_assig...

Yeah, an onLoad script + GlideAjax is my absolute last option. 

However, I’m trying to see if there’s an easier out-of-the-box way first like standard field mapping or simply updating a system property.

[Ankur Bawiskar]

@IAmIshan 

I don't think so. Even if you found you will have to make changes to OOTB component

So use onLoad + Ajax which is independent and handles your logic

This doesn't impact the upgrade as you are not touching OOTB component.

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