Hide "Emergency Change" Option in Service Operations Workspace for non-P1.P2 Incidents

[zfunderburk]

In the SOW, when a user creates a Change Request Record, we are looking to hide the "Emergency Change" model option. However, this option does need to be available if the user is using the Incident Form > "Create Change Request" UI Action on an incident that is Priority 1 or Priority 2. The Native view UI Action has already been updated to account for these priority needs, and while I am able to outright disable the "Available on New" option for the change model, I still need the option to be available in the Service Operations Workspace. 

I have also been trying to see about creating an all new UI Action to accomplish this, but have had little luck in finding the details of setting up the UI Action and limiting it's accessibility to the specific INC records. Any advice on this matter would be appreciated!

[Dr Atul G- LNG]

Hi @zfunderburk 

In the SOW, when a user creates a Change Request Record, we are looking to hide the "Emergency Change" model option.

Atul: It is not do able, as either on native view or SOW , the page load and if we change it will impact at both places. Instead of hiding it , add a validation that emergency change must have atleast 1 P1/p2 attached. 

[Cory CJ Wesley]

I figured this out in case you never got a fix and for anyone else looking. 

On the Change Model, there's an option called 'Available in 'Create New'. Set that to false. But that's only half of it.

What you'll typically see after that, especially with emergency,  is a 'legacy' Emergency card show up. To remove this you have to change the below system property to 'false' to switch off Change Type based workflows.  That's it.

Docs link here:
https://www.servicenow.com/docs/bundle/washingtondc-it-service-management/page/product/change-manage...

Also copied out the instructions in case the docs link changes URLs eventually. 

System Property	Description
com.snc.change_management.change_model.type_compatibility	Enables Change Type Compatibility for Change models if the com.snc.change_management.state_model plugin is installed. When true allows changes to be created with both the type based workflow and Change models.