SOW: How to change field mapping when creating a Change from a Problem?

[鈴木慶]

I would like to customize the field mapping when creating a Change Request from a Problem in Service Operations Workspace (SOW).

In Workflow Studio, I found the action “Create Standard Change Request” and confirmed that it defines the default field mapping (for example, short description and description).

However, since this is an out-of-the-box action and cannot be modified, I created a copy of this action and added my own field mapping logic.

My question is: Where should this copied action be linked or configured so that it is actually used when a Change is created from a Problem in SOW?

I checked the following but could not find where the action is referenced:

・Declarative Actions (Form Actions)

・UI Builder (Card Container / Events)

・Action Payload Definitions

・Related Flows (shows 0)

Is the Change creation from Problem in SOW handled internally by Workspace components, meaning that the copied action cannot be wired in?

Any clarification on the actual invocation point of “Create Standard Change Request” in SOW would be appreciated.

[Rakesh_M]

hi @鈴木慶 ,

1.Navigate to UI Builder
2.Open Service Operations Workspace
3.Search for Create Change Request Page
4.Create a variant for Create Change Request Page SNC and make availability inactive for Create Change Request Page SNC

5.Now open Create Change Request Page SNC copy(Variant page)
6.Select Client state parameters
7.Find taskFields parameter and update the value as per requirement.

[鈴木慶]

Hi Rakesh_M,

Thank you for your guidance.
I was able to update the page as required, and the issue is now resolved.
Thanks again for your support!

By the way, is this kind of information obtained from the official documentation?

[Rakesh_M]

Hello @鈴木慶 ,
Generally, I refer to a mix of community discussions and KB articles. For this particular solution, it was mainly based on a similar experience I had earlier.

regards
Rakesh