Where is the 'Incident Created' message on ESS portal generated from

ruthbrown · ‎06-22-2016

When our users log an Incident on ESS they complete the form and click Submit (see attachments). They are returned to a view of the form with a message at the top that says.'Your Incident INC0151505 was created on Wed, 22 Jun 2016 07:39:57'.

The timestamp on the message is displaying GMT time instead of BST and I suspect it is to do with the date function used in the message and want to investigate. However, I don't know where to find what generates the message. I have looked for UI Actions on Incident table and Task table with 'Submit' in the name but no luck so far. I am relatively new to ServiceNow so may be missing something obvious.

Any help or tips welcome

Thanks

ruthbrown · ‎06-23-2016

Hi all

I have just found that the message that appears after the user has logged an incident (Your Incident INC0151509 was created on Wed, 22 Jun 2016 14:24:34) is a field on the Incident table, not a 'message' as I thought. The field is displayed in a section that only becomes visible after the incident is logged. The calculation is forcing the date to UTC timezone but it should force it to Europe/London so that it auto adjusts for Daylight Saving when appropriate. Hopefully I can find how to do that.

Thanks for all your input

View solution in original post

shamma · ‎06-22-2016

Hi ruthbrown,

In your Record Producer there is a Script. Please check the following line:

gs.addInfoMessage(message);

Through gs.getInfoMessage you are getting that message on the ESS Portal.

Let me know in case of any questions.

Regards,

Shamma

ruthbrown · ‎06-22-2016

Hi Shamma

I can't see gs.addInfoMessage() in the Record Producer. I have attached a screenshot of the script in 'What it will contain' tab on an earlier reply, in case I am missing something.

Many thanks

Ruth

shamma · ‎06-22-2016

Hi Ruth,

I don't see any attachment there.

Regards,

Shamma

zica · ‎06-22-2016

It maybe not the 'submit ticket',

Bring the table name up in your record producer list and then havea look on all records that operate on incident form. You should get one

Here is the screenshot :

Rajesh T · ‎06-22-2016

Okay. Just try search in Business Rule like Script contains your incident and see?

Thanks,

Rajesh T