ITSM Implementation Simulator - Task 3

[Michael Nichols]

Hi all 

I'm pretty new to all of this and just working my way through a load of the training. A bit stuck on task 3 of the ITSM Implementation Simulator though. Specifically: 

1. Set the following fields to be mandatory AT ALL TIMES for incident records:
  - Caller, Category, Subcategory, Configuration item, Assignment group and Short description.

Now I've done them all but Config Item and Assignment group, which aren't in the "Dictionary" list at all. If I add them to the list they get field IDs starting with "u_" and I get double fields on the form (my new ones are mandatory but the existing ones aren't). 

To top this off, the instructions to define a dictionary override seem to refer to an entirely different screen: https://docs.servicenow.com/bundle/paris-platform-administration/page/administer/data-dictionary-tables/task/t_DefineADictionaryOverride.html

I see no "Dictionary Overrides" related list on those field records. It's worked for me just to check the "mandatory" field on the Incident fields that already exist, but that doesn't really match these instructions either. 

So - 2 questions really: 

- Am I doing this wrong based on the instructions? 
- How do I set mandatory for fields not on the Dictionary for the incident form (but already on the Incidant form, so not sure why I don't see them in the dict!) 

Oh, I've also impersonated Sys Admin, in case this was a permissions thing, but I still don't see the 2 missing fields in the Dictionary. 

Any help gratefully received. 

Regards
Mike

[Viraj Hudlikar]

Hi @Michael Nicholson 

To make field mandatory there are many ways

1) From dictionary for the field select mandatory checkbox 

2) For fields which are extended from task table then you will need to use dictionary override feature and set mandatory true for which table you need it.

3) By creating UI Policy on able select field in actions and mark check on mandatory.

4) By client script.

Now in your case the fields mentioned are some which are derived from task table and some are created itself on incident table, so field which are from task you would need dictionary override feature and for fields which are on incident you will need to set mandatory check on field.

To check field is from task table or created on incident just right click field and select show -'fieldname' you will see table task or incident.

Mark Correct if this solves your issue and also hit Like and Helpful if you find my response worthy based on the impact.

Thanks & Regards,
Viraj Hudlikar.

[Michael Nichols]

Hi Viraj

Thanks for the answer, but I have to do it via the dictionary way (#2 in your list) as it's a Simulator 🙂


The issue is that 2 of the fields I am supposed to set to mandatory do not appear under the Dictionary. I have set the mandatory flag on the others, which works, but I cannot work out why I can't see the missing 2 fields (Assigned group and Config Item) for Incident in the Dictionary. 

//Mike

[Carson SNow]

I too am trying to resolve this issue using way #2 on your list (Dictionary Override) for my Simulator. Unfortunately, I cannot see the Dictionary Override tab in the Related Lists section of the dictionary entries. When I click to Configure Related Lists, it shows as being Selected even though I cannot view it. How can I view Dictionary Override as a related list for dictionary entry records?

[Carlos Petrucio]

You do not need to create new ones.
You need to define the existing ones as mandatory.

1 - Right-click on the title of the specified field.
2 - Click on Configure Dictionary
3 - Mark the Mandatory option and click save