Updating Incident on hold reason to 'Awaiting Change' once a change request is related to an incident

[Amith3]

Hello,

We have a requirement for automatically updating the incident and sc_task 'On Hold Reason' to 'Awaiting Change' based on selecting Yes or No pop up message.

The scenario is as follows:

If an incident or sc_task is related with a Change Request, a pop up message should appear with a 'Yes' or 'No' question. Once the user click on 'Yes', automatically the On Hold Reason of the incident or sc_task should change to the option 'Awaiting Change'.

Note: The 'On Hold Reason' will only appear in the form once the incident or sc_task's STATE is 'Awaiting Info'.

Will a Client Script satisfy the requirement ?

[Balaji Jagannat]

You can use UI Action with a client script to achieve your requirement. Basically, the UI action will first call a client script to show the pop up and based on pop up response, you will call the server side script to update your incident/task records. Refer this example on how to implement

https://www.servicenowguru.com/system-ui/ui-actions-system-ui/client-server-code-ui-action/

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