Customizations to Major Incident Management Module

[Joshua DeSouza1]

Details: We have some requirements to configure the OOB functionality of Major Incident Management but we cannot figure out where to make the edits (or if it is even possible).

1. When proposing an Incident for a Major Incident the Pop Up has the Work Notes field as Mandatory and the Business Impact field as non-mandatory. We would like to make the Business Impact field mandatory as well. I searched and could not figure out how the Work Notes field is being passed as Mandatory.

2. The Major Incident Workbench has a tab called: Post Incident Report. We would like to add some more fields to that which we already created in the normal UI. For example I have a field called: What was the impact? which is on the Form Section for Post Incident Report but we cannot see that carry over to the Major Incident Workbench.

Thank you,

Josh

[Sindhu B1]

Hi  Joshua DeSouza,

To make any filed mandatory  we are having good concepts in service now .

you can use UI policy Or Client script .Please refer the below link

UI policy:

https://docs.servicenow.com/bundle/london-platform-administration/page/administer/form-administration/task/t_CreateAUIPolicy.html

Client script:

https://docs.servicenow.com/bundle/london-application-development/page/script/client-scripts/concept/client-scripts.html

use this method : g_form.setMandatory(); based on the condition

I dint get 2nd Requirement

Please mark it as Helpful or Correct if it is useful

Sindhu B

[Rathika Ramamur]

Hi Joshua,

Please follow Sindhu's comments as suggested for point 1.

Assuming your concern for point 2, as If you need to add a new available field from form in the Section/Tab, Follow the below steps:

1. Right click the form and select Configure --> Form Layout.

2. Select Section "Post Incident Report", all fields from that section will appear in the Selected list.

3. Select the already Available field from the form and Add to Selected list and click on Save.

For Example, refer below screen shot.

Regards,

Rathika.

[Joshua DeSouza1 · Accepted solution]

Hi Rathika and Sindhu, 

Thank you for your input but that was not what I meant. There is a UI Pop Up that has two fields on in within Major Incident Management and Once field is mandatory and the other is not. I ended up making a hi ticket and this was the response I got from ServiceNow which solved my issue:

SOLUTION PROPOSED:

For the first point, the major incident proposal is controlled by a UI Page called "mim_propose". The sys_id is 3c02c808873013000e3dd61e36cb0b71 For your second point, the Major Incident Management is controled by a UI Page called "workbench" you can make your modifications here. The sys_id is 7b4bd5635f380300f51ca184ff466650. As I am sure you are aware but I have to mention it anyways, any issues you run into whil customizing will unfortuantely not be supported by ServiceNow Customer support as we strictly work on Break/Fix type of isses. For these cases, we suggest you reach out to our community. http://community.servicenow.com (home of our user forums and a number of technical blogs) http://community.servicenow.com/forums (direct link to the forums) http://community.servicenow.com/answered-topics (direct link to forum topics marked as "Answered") Note: the Community can be searched and browsed without logging in, but to post a question or comment, log-in is required. Today, Community log-in is separate from HI log-in. If this functionality is extremely important and you need assistance implementing it, then we can always forward your incident to our professional services team. Bear in mind that this is a chargeable service.

[Sindhu B1]

Hi  Joshua DeSouza,

Thanks for sharing this information.

Regards,

Sindhu B