Incident Close Notes and Code - where are they?

[tomcamish]

Hi All,

I've been banging my head against the wall for the last few hours trying to figure this out.

I've got a form for Incidents with a script (i think it's a default one) which shows the closure information fields hen the incident state is set to "closed".

HOWEVER:

I want it to show the closed date, closed by, close notes and close code. It's currently showing the date and closed by columns, but when i go to configure the layout (either the slushbucket or the form designer) i'm unable to see the close notes or close code columns, so therefore can't add them to my form.

If i go to the Incident table I can see the columns fine.

I'm logged in as a user with the Admin and security_admin role.

I've looked through the Business Rules, Client Scripts, UI Scripts and ACLs and i've only found ones that make these columns appear based on the incident state, which also reference the fields that do appear.

I dont get why i cant see them in the slushbucket.

Could i be missing something obvious?

Many thanks,

EDIT:

Here is a screenshot of my slushbucket. As you can see, the "Closed by" is there but not "Close Notes" or "Close Code". They are nowhere in the list, and they are not already on the form.

I can see that they are already on the form if i log into the ServiceNow online Demo, however our instance was not a fresh OOB build when I was tasked with setting it up, so they had been removed from the form.

Thanks,

Message was edited by: Tom Camish

[Rushit Patel2]

Hi Tom,

can you provide the screen shot of form layout(slash bucket)?

[sergiu_panaite]

Hi Tom,

By default these fields are already present on incident form under the "Closure Information" section, like in my screenshot below:

These fields are not displayed on incident form unless the incident state is "closed". There is an out of box client script responsible for this (it's called "(BP) Hide Close Notes and Code").

Even so, you should still see them in the slushbucket and have the ability to add them, but they would only be displayed on closed incidents. In the list view the client script is not applied.

Hope this helps.

Regards,

Sergiu

[Igor6]

I found the Close Notes inside Problem fields

[Rams]

how to call them in a script am unable to call by close_notes as suggested in the name