Dictionary Override

gregoryl_flande · ‎10-18-2017

We have a Module specific to IS (ITIL) Group/Role only for issues that are not Break/Fix which is an Incident. There is a field on the IS Ticket Table called Parent( which is on the Task Table). When you select the Lookup List its pulling Catalog Tasks, Change Approval Task, Incident Tasks, etc. I want to provide an Override on the Parent field to not show that. The Parent Field should only show other related IS Tickets.

so when I right-click on Parent and choose Dictionary Override I am not sure if I add a Reference Qualifier or do I click New Dictionary Override, then what do I do next??

Chuck Tomasi · ‎10-23-2017

Hi Gregory,

I'm not entirely familiar with your data model and since "IS Tickets" isn't a standard table in ServiceNow, I can only assume that someone made a new table called u_is_ticket which extends from task. If that's the case, then you can most definitely use a dictionary override to include a reference qualifier on the parent field so it behaves properly for your IS TIcket form.

In your dictionary override, click "Override reference qualifier". In the text box that appears, enter something like:

sys_class_name=u_is_ticket

(replace u_is_ticket with your table name). That will display records from the task list that are only that class.

View solution in original post

Chuck Tomasi · ‎10-18-2017

Hi Gregory,

I'm not sure what the business requirement is here. When you say

The Parent Field should only show other related IS Tickets

what are these related to? Are you talking about records in a related list at the bottom? If that's the case, then I would look at the requirements a bit harder because that would mean task 1-> has a parent of parent 1 -> has a parent of task 1. Seems a bit circular.

Let me know what I missed here.

gregoryl_flande · ‎10-18-2017

When I click on the Lookup List for that Parent field I don't want to see Changes, Incidents, Tasks, that are not relational or mean anything to that IS ticket. There are like 780 things in that Lookup List that have nothing to do with IS Ticket

So I am not sure how to get those to not show up in the Lookup List for IS Tickets

Chuck Tomasi · ‎10-20-2017

Can you explain how they are related? For example, when you open that list up, it shows all tasks. Is there a field on the displayed task records that can help filter it down? Ex: "task.parent = the current record?" (of course this would not work on a brand new record since it doesn't have a sys_id and nothing is related to it.)

If there is something on task that relates the list of records to the displayed record (form) then a simple reference qualifier should be all you need.

This still sounds like a potential use case for a related list over a reference field. I'd like to know more about the underlying business requirements.

Reference qualifiers

gregoryl_flande · ‎10-23-2017

Hey Check

When I click on the Lookup List next to the Parent field on the IS Tickets Form (IS_Tickets Table) I can see Changes, Incidents, Problems, etc. The Parent is on the Tasks Table. I was just trying to mask the selection to not show any other module or tables. IS Tickets are only related to the ITIL Role and IT people only. No one outside of IT can see IS Tickets.

My CIO just wanted do a dictionary override on that parent field and now show anything not related to IS Tickets? I hope that makes sense