Creating a change request from incident in SOW view.

[ankitsourav]

When creating a change request from incident in SOW view, some fields are getting populated from incident form like:
CI

description

short description 

priority

There is a client requirement in which they want to populate business_service field also from the incident record at the time of change creation.  How can we achieve this?

[Dr Atul G- LNG]

Hi @ankitsourav 

https://INSTANCENAME.service-now.com/now/nav/ui/classic/params/target/sys_ui_action.do%3Fsys_id%3D1d850156230123001488dc1756bf6504%26sysparm_record_target%3Dsys_ui_action%26sysparm_record_row%3D8%26sysparm_record_rows%3D54%26sysparm_record_list%3DnameCONTAINSchange%255EORDERBYorder

[ankitsourav]

We checked the incident properties and UI Action / declarative UX Action and make the change. It didn't worked.

[ankitsourav]

This UX action is responsible for creating the change in Service operation workspace; however, there doesn't appear to be any configuration for field mappings.

[Ankur Bawiskar]

@ankitsourav 

1 workaround is this

1) create onLoad client script on change_request table which runs on workspace view

2) check the URL and see if it contains incident sysId

3) get that sysId, use GlideAjax to get incident field value

4) then set the CHG field with the value returned by Ajax function

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@ankitsourav 

this is the URL you get when I did the alert on new CHG

It has INC sysId

Get the value by using string/regex manipulation

Use GlideAjax and then get the value and set in CHG field

I hope I have answered your question

If my response helped please mark it correct and close the thread so that it benefits future readers.