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UI actions to create task record from Incident

UI actions to create task record from Incident

UI actions add links in the Incident form context menu to create problems, changes, or requests from an incident.

Figure 1. UI actions to create task record
Incident promotion UI actions in the Incident form context menu

The image depicts the UI actions that are used to promote incidents. Administrators and users with the ui_action_admin role can edit them to customize the behavior of the menu item.

Create Problem UI action

The Create Problem script copies these fields from the Incident form:

  • short_description
  • cmdb_ci
  • priority
  • company

The syntax for copying a field from the Incident form to the Problem form is:

prob.<fieldname> = current.<fieldname>

Create Request UI action

The Create Request script redirects the user to the service catalog. The service desk agent locates the catalog item and orders it. The Caller is copied to the Requested for user in the request.
Note: This feature is available only for new instances, starting with the Jakarta release.

Create <type of> Change UI action

The Create Normal Change and Create Emergency Change scripts copy these fields from the Incident form:

  • short_description
  • description
  • cmdb_ci
  • priority
  • company

The syntax for copying a field from the Incident form to the Change form is:

changeRequest.setValue("field_name", current.field_name);

Other UI actions to create task record from incident

If there is another process for which task record needs to be generated from an incident, such as a facilities request, create a UI action. Model it after the Create Normal Change and Create Problem UI actions to generate task record from the incident.