How to add a link to a Change Request in an Incident ticket

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asaasaasa
Tera Contributor

3 weeks ago

Is there a way to add a link to the related Change Request ticket when viewing an Incident ticket in the Employee Center?

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AlfrinAJ
Tera Guru

3 weeks ago

Hello @asaasaasa, You can write a BR (Change Request field changes) to post the link in the Comments (Customer Visible).

 

Condition for BR

CR Link BR Condition.png

Code:

(function executeRule(current, previous /*null when async*/) {

	var url = '[code]<a href="' + gs.getProperty('glide.servlet.uri') + '/'+'change_request' + '.do?sys_id=' + current.rfc.toString() + '" target="_blank">' + 'Related Change Request - '+current.rfc.getDisplayValue() + '</a>[/code]';
	current.comments = url;
	current.update();

})(current, previous);

 Sample Output:

CR Link Sample Output.png

CR Link ESC Sample Output.png

 

 

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Ankur Bawiskar
Tera Patron
In response to asaasaasa

3 weeks ago

@asaasaasa 

so what's not happening?

on click nothing is opening up?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 10x ServiceNow MVP  ||  ✨ ServiceNow Community Leader
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Ankur Bawiskar
Tera Patron

3 weeks ago

@asaasaasa 

you can add the link in work notes once CHG is linked with INC

what did you start with and where are you stuck?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 10x ServiceNow MVP  ||  ✨ ServiceNow Community Leader
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