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06-02-2017 11:05 AM
Hi Folks,
I'm very new to ServiceNow, in fact this is my first discussion. We are trying to find the best way to ensure that the Estimated Completion Date (RITM level) will be completed. What is the best way to have the person who is assigned the task fill out the Estimated Completion Date. At first thought we would send a notification to the assigned to person, but if anyone has a different approach or a suggested solution for a similar problem I'd love to hear it.
Thanks in advance for any advice.
rjb
Solved! Go to Solution.
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06-08-2017 12:06 PM
Hi Rob,
Glad to help you!! I am working with ServiceNow Platform for past 4 years
In Response to your Second Question, I don't think there is a way to restrict it . Business Rule will Run on both the ITSM as well as Self Service Portal View. I think regarding the process which you have designed, it needs some User training educating them on how to use this feature in ServiceNow rather than restricting it based on views.
Hope this helps.Mark the answer as correct/helpful based on impact.
Regards,
Shloke
Regards,
Shloke
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06-03-2017 01:17 AM
Hi,
Yes, this can be done. But instead of Using UI Policy or a Client Script as these would now work as you have to check the parent Table and apply the validation on the child Table, I would suggest you to use a Server Side Scripting say a Business Rule, because as per your Requirement you want to check a Validation on the field which is Present on the Requested Item and The Assignee User is working on the child Task form.
For Example, Say I have a field named "Estimated Delivery" on the Requested Item form and when the Assignee tries to Update Catalog Task(In your Scenario it will be Incident Task or any other Child Task you want which has a Relationship between the two Tables) , it will throw an error and Abort the form Submission if the Estimated Delivery field is empty as per the Script below:
Write a Before Insert/Update Business Rule on the Catalog Task Table(Replace with your Required Table) and use the below Script:
Script:
(function executeRule(current, previous /*null when async*/) {
// Add your code here
var item = new GlideRecord('sc_req_item');
item.get(current.request_item);
if(item.estimated_delivery== '')
{
current.setAbortAction(true);
gs.addInfoMessage('Please Select the Estimated Delivery Date before continuing with Catalog Task');
}
})(current, previous);
Result:
Hope this helps.Mark the answer as correct/helpful based on impact.
Regards,
Shloke
Regards,
Shloke
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06-03-2017 10:03 PM
Thank you Shloke! I believe the information you provided to me is just what I was looking for. Your explanation was very thorough and informative. I'm going to study and apply what you posted. Thank you again for your assisting me with this. Also, let me know if you recommend any books that will be useful to someone new to ServiceNow.
All the best!
Rob

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06-03-2017 10:42 PM
I learnt ServiceNow through community and by following people and content.
- Get an instance and Practice.
- Follow community even if you can't answer.
- Try to workout solutions for the questions asked here (That helps and I can guarantee that).

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06-03-2017 11:03 PM
I second Kalai, the best way to explore and learn SNOW is to do hands-on on your personal DEV instance, though you may need to understand basic theoretical knowledge too to start for.
This Blog from Pradeep : Learning ServiceNow from Scratch and Prepping for the Certification Exam will definitely give you great start for SNOW platform.
Keep exploring and learning. Good Luck
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06-04-2017 11:32 PM
Hi Rob,
Thanks for acknowledging. As others already mentioned above, to learn ServiceNow the best way is to go through Service Now documentation(https://docs.servicenow.com) and Community threads and Blogs from Experts on lot of good Topics which are available. There are few other sources like ServiceNow Guru(https://www.servicenowguru.com/ ) .There are also several books available in Market for beginners to have a good concept. You can refer the below link also:)
Mastering ServiceNow - Second Edition eBook: Martin Wood: Amazon.in: Kindle Store
Regards,
Shloke
Regards,
Shloke