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 · 2 weeks 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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Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
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View solution in original post

nicoleowens · 2 weeks ago

Welcome, thanks too!

Dr Atul G- LNG · 2 weeks ago

Hi @Bhuvan

Update Risk to High and Impact to High, then save the record. The Change Priority will reflect as P1 – Critical.”

❌ Correction:
“No, in Change, Priority is independent of Risk and Impact.

@nicoleowens

You need to change the Priority manually in the Change form. Open the form in the Native UI and then update it.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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Bhuvan · 2 weeks ago

@Dr Atul G- LNG

Yes you are correct, thanks 🙂

Subconscious mind kicked in and it aligns with incident table and priority lookup rules when it comes to priority field.

Thanks,

Bhuvan

Dr Atul G- LNG · 2 weeks ago

No problem, mate — we’re all always learning from each other. @Bhuvan

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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nicoleowens · 2 weeks ago

Anything else?