How to ensure the Estimated Completion date is filled in by an assignee

rjp · ‎06-02-2017

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

shloke04 · ‎06-08-2017

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

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

View solution in original post

rjp · ‎06-07-2017

Hi Shloke,

Here's one for you and i hope i explain this clearly. For our customers, we have a 'self service portal' that simplifies the opening and reviewing of Requests. If the business rule that we've discussed gets triggered these customers will get prompted to update the Estimated Completion Date at the RITM level, which they know nothing about. I attempted to avoid this by adding the code to limit to itil_users only. However, there is a chance that some itil_users may not know what to do if they get this error also. So I wonder if there is a way to avoid this business rule if the user is logged into the 'self service portal'? I hope I explained this clearly.

Thank you in advance for your thoughts.

-Rob

shloke04 · ‎06-08-2017