How to create follow up field for incident form.What is follow up field?

[benazeer]

Hi,

Can anyone help me to create follow up field for incident form. I need to send reminder notification using this field. 

[asifnoor · Accepted solution]

As i understand, follow up is a custom field of type date that is requested to add to incident form.

Go to system defnition -> tables and open incident

add new column followup, type date

save.

Note down the column name (it should be something like u_followup).. take whatever is there in your instance.

Then come to incident form, you shall see the field. if you don't then right click on the form header and configure form layout. Then in the layout, on left side, you shall see this field, drag and drop on the left and now the field will be visible on the form.

Now wathever date is given in that field, on that day a notification should be sent to the assignee or whoever you want

For this, you need to create a business rule and events to trigger notification by event. Refer to this article where i have shown how to trigger a notification based on event.

https://community.servicenow.com/community?id=community_article&sys_id=81a40d6adb1b2300b1b102d5ca961...

Kindly mark the comment as a correct answer and helpful if it helps to solve your problem.

Regards,
Asif
2020 ServiceNow Community MVP

[Francis Cavaciu]

The Follow Up [follow_up] field is an Out Of the Box date time field on the Task table. This can be added to any form view for tables extending the Task table (which would include Incident).

You should not need a custom field for this.

You can reference the field in Reminder records, so once you add it to the form and add the Reminders related list to the same form your fulfillers can create ad-hoc reminder records based on the Follow Up date time.

You can also create automated solutions such as Flow which can leverage the Follow Up field values and either create the Reminders automatically or bypass the reminders and directly trigger actions based on the Follow Up date time.

Hope this helps anyone who was looking up this topic as I was 🙂

Ref links -

Reminder table docs page : 
https://docs.servicenow.com/pt-BR/bundle/utah-platform-administration/page/administer/task-table/con...
Community Articles of Follow Up field:
Follow up Field in Service Now

What is the use of the 'Follow Up' field (follow_up) on HR Case form?