Task 05: Create Related Records

nicoleowens · 2 weeks ago

As per the ITSM implementer fundamentals (Yokohama) can someone let me know what i am doing wrong in task 05.

I went to the incident i created in task 04.

I assigned to the correct user and group.

I updated from email to the above.

I have created the change request in related records. However, how do i set it to priority 1-critical?

This is the only thing i can say i have not done. Please help

Dr Atul G- LNG · a week ago

Ho @nicoleowens

To add the Priority field on the SOW form:

Open a change record in Active view.
Switch the view to SOW.
Right-click on the form header to open the context menu.
Select Configure → Form Layout.
Move the Priority field from the left (available fields) to the right (selected fields).
Save the changes.
Return to the SOW form and verify that the Priority field is visible.

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Bhuvan · 2 weeks ago

@nicoleowens

Go to change_request.LIST from Application Navigator and search the Change number in classic UI view,

Update Risk to High and Impact to High and save the record, Change Priority will be reflecting as P1 - Critical

Correction : Update the priority field directly as Change Request priority is set directly out of box and not derived from Priority Lookup Rules.

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

nicoleowens · a week ago

It has not worked.

Bhuvan · a week ago

@nicoleowens

Can you share the link for this module or lab section ?

I am not able to find it in Now Learning. As per your screenshots, you are creating a emergency change and trying to set Priority - 1 Critical. Open the Change record from change_request table and it would allow to set the Priority directly

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

nicoleowens · a week ago

Learning Course - ServiceNow University

Bhuvan · a week ago

@nicoleowens

Thanks for the link, happy learning !

Thanks,

Bhuvan