Incident form "Post" button has disappeared since upgrading to New York

[joymorales]

Hello.

After upgrading from the Kingston version to New York, the Post button that appeared for the Customer Response and Tech Notes fields in the Incident form is no longer visible.  I have searched this Community site and followed steps provided in published posts (e.g, Form layout, ACLs, UI Policies, Filter Activities button, etc.), but I have not been able to restore the Post button.

Any suggestions to get this button restored in the New York version?

Thank you.

[Shawn Horley]

Hi Joy

It is apparently an intentional behaviour. I just encountered the same thing with my upgrade this weekend and found this article:

https://hi.service-now.com/kb_view.do?sys_kb_id=c875999fdbcc4810414eeeb5ca961998&id=kb_article_view&...

Cheers

A.

[Shawn Horley]

More about this. It has been implemented, I believe, to more closely follow ITIL practices especially in regards to SLA's and work-time tracking.

The idea behind it is that when placing an Incident in an 'On Hold' state and the on hold reason provided is 'Awaiting Caller' the analyst will be sending the communication to the caller through Additional Comments; whether it is asking a question, advising the caller to follow provided instructions etc. They add the comments, hit post and then switch the Incident state to On Hold and the reason as awaiting caller.

This takes the post button away and stops the sla counter, as the analyst is now awaiting the caller's response before work can progress or the incident can be resolved. With the sla counter stopped the work will not breach targets due to the customer not responding in a timely fashion.

Once an incident is on hold awaiting a caller there should be no further work in the incident until the caller responds. 

[Munetaka]

So there is no way for ServiceNow New York to regain POST button???

[Shawn Horley]

Greetings Munetaka.

As per the HI KB article: " if the comments or work notes field is made mandatory using policies or client scripts, the Post button is removed from the Activity Stream"

So you would likely need to undo any policies and/or client scripts that make the comments or work notes field mandatory.

[Rajkumar Sakthi]

Thanks Arthwys. It works. Thanks much