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. (Though the good news is we wouldn’t need to parse the URL since the Action Assignment already fills the Parent field for us!)

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.