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@mitalizope mitalizope commented Oct 2, 2025

PR Description:

This Business Rule automatically adds active Change Request numbers to an Incident's work notes if the Incident shares the same Configuration Item (CI).
It runs before Insert/Update on the Incident table and excludes Closed and Canceled CRs.
This helps service desk agents quickly identify related Change Requests and avoid duplicate efforts.

Pull Request Checklist

Overview

  • I have read and understood the CONTRIBUTING.md guidelines
  • My pull request has a descriptive title that accurately reflects the changes
  • I've included only files relevant to the changes described in the PR title and description
  • I've created a new branch in my forked repository for this contribution

Code Quality

  • My code is relevant to ServiceNow developers
  • My code snippets expand meaningfully on official ServiceNow documentation (if applicable)
  • I've disclosed use of ES2021 features (if applicable)
  • I've tested my code snippets in a ServiceNow environment (where possible)

Repository Structure Compliance

  • I've placed my code snippet(s) in one of the required top-level categories:
    • Core ServiceNow APIs/
    • Server-Side Components/
    • Client-Side Components/
    • Modern Development/
    • Integration/
    • Specialized Areas/
  • I've used appropriate sub-categories within the top-level categories
  • Each code snippet has its own folder with a descriptive name

Documentation

  • I've included a README.md file for each code snippet
  • The README.md includes:
    • Description of the code snippet functionality
    • Usage instructions or examples
    • Any prerequisites or dependencies
    • (Optional) Screenshots or diagrams if helpful

Restrictions

  • My PR does not include XML exports of ServiceNow records
  • My PR does not contain sensitive information (passwords, API keys, tokens)
  • My PR does not include changes that fall outside the described scope

This Business Rule checks for Change Requests linked to the same Configuration Item (CI) whenever an Incident is created or updated.
If any active CRs are found (excluding Closed and Canceled), their numbers are added to the Incident’s work notes.  
This helps agents identify related changes quickly and avoid duplicate effort.
@ivan-betev ivan-betev self-assigned this Oct 2, 2025
@ivan-betev
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ivan-betev commented Oct 2, 2025

Thanks for the contribution. It looks good to me. However for the next one I'd suggest to be a bit more descriptive in the description.

@ivan-betev ivan-betev merged commit caf2bd6 into ServiceNowDevProgram:main Oct 2, 2025
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2 participants