[Music] please subscribe to my channel and click on the bell icon to get the regular updates of my channel and do not forget to like comment and share hello everyone welcome back to sas with servicenow this is itsm implementation mock training in this video we will configure state choice behavior on incident form we will update the state of incident automatically and make other fields mandatory as per the value of state so our first task would be that state should become on hold with on hold reason as awaiting change when change is created from incident so if you have incident and if you are creating a change from that incident then state of that particular incident should automatically become on hold and we have a field called on hold reason that should automatically be populated as a waiting change that's a first task second task is when state changes to on hold i think it's kind of vice versa when state changes to on hold and on hold reason as a waiting change then change request field should become mandatory so these are the two tasks which are related to changing the behavior of the fields that's the main task in this particular section so let's go to the instance and try to change the behavior on the basis of different field choices so we will go to our instance in first task we have to make these fields like state field should become on hold and on hold reason field should become as awaiting change when you create the change directly from the incident and that definitely should be an existing record of incident so what i will do in that case maybe i will open this module so we will open list of open incidents and for that because you have to create the change from this incident how do we do that you right click on the header you have this create normal change standard change create emergency change so if you have an incident i think we normally sometimes definitely create emergency change so what i will do i if i click on this button it will first ask me for these uh for these data like subcategory because these are mandatory fields but that's fine we don't have to fill this data right now because first we will do the changes so that we can set the value of these fields for that i will quickly go to configure and i will go to ui actions okay that's a ui action and what i will do i will search for that particular ui action which is create emergency change so maybe i will go to name and here i will select change and i do have this so i will click on this create emergency change because i have to see this particular ui action and i have to make the changes in this ui action so that we can set the value of incident state so if i come here and we are fetching this data we have change request right here i think this is setting the value of change request and we have this set direction url uh but what about the value we have target dot table target dot society and i think target is this one um [Music] it is not updating any uh value so we have that current record and we have to update it so what i will do maybe i will do it here so in that case what i will do i will mention here current dot and we have that field state so we will make the field as current dot state now we have to find that value of on hold what exactly the backend value we have for on hold so i will quickly go to another tab and i will select this state and i will click on configure dictionary so for on hold we should have let me check hold on hold is three so here you can mention uh current dot state and i can put here as three and i can put current dot and then we have on hold reason so i will go back because i need that field as well if i select this on hold it will automatically show me that as well yeah we got it and now i will click on configure dictionary we'll have to check the name of the field as well it is on it is hold reason that's the name and choice awaiting changes five so what i will do i will do current dot hold reason equal to five and that's it so we have changed these and one important thing we will do that we will do current dot update because we have to update this as well so i will just click on save so it is saved and now we will go to our incident any existing incident and we will try to create a change record from that particular incident we don't have this data so i will try to fill it i think uh why it is still there because this is existing data so maybe this inquiry was already selected so i will select meeting room here i will select any configuration item for now so i will select this one i will select any assignment group maybe app engine admins and i will just save this once it is saved you can see state is still new and then i can just click here and if i click on this create emergency change if i click on this i will be routed to it is creating okay so change is created so you can see changes created successfully and if i click on my incident absolutely you can see state is automatically becoming on hold and we have this on hold reason as well as a waiting change so that's the change we have done as part of the first task now second task is that if you change this to state to on hold and you make the on hold reason as a waiting change then change request should become mandatory and you can see here we already have this change request populated here because you were trying to create let me check if that was the same change three zero one yes absolutely it got automatically populated now what you can do so our ask is let me show you that as well because before making that change we have to see that how exactly it works so i will open this existing incident and let's say i make it as on hold and i make it as awaiting change is it becoming mandatory answer is no it is not so what i will do so we have to definitely uh do something or perform some development and perform some configuration so that whenever user changes the state to on hold and on whole reason becomes awaiting change this should this field should become mandatory and for that what you can do you can use ui policy because we don't need to do any kind of scripting again so what i can do i can just go to configure and i will go to ui policy and here i will click on new because i have to create a new ui policy so i will go over here and then here i will mention mock dot set change request as mandatory you are done here i can mention state is on hold and on hold reason you have this one on hold reason is a waiting caller if we have this condition so i will save this so i'm done with ui policy creation now i will create ui policy action so we are checking this condition and then i will make our change request field as mandatory so i will click on this and i will look for change request we should definitely have that field yes we have changed request and i will make it true and i will click on submit if i click on submit our whole ui policy will be created and let's just validate if we have any red icon so we do not have any red icon that means there is no conflict so we are good to go and now i will go to any open incident record let's say this one and if i open this one and here change request is not mandatory and if i change it to on hold and if i change it to a waiting change okay you can see it is still not doing this it's still not changing so if i select on hold and all whole reason is awaiting change and this is not becoming mandatory there should be some issue that's fine this definitely happens sometimes so we can definitely check that what exactly issue we have and this is called troubleshooting so that's totally fine it definitely can happen with you so if i check my ui policy because ideally it should be mandatory because we we are doing the right thing uh set change request and change is on hold and on hold reason is awaiting caller okay that's a mistake we have done guys here we have mentioned a waiting caller it is a waiting change i will save it now this time i'm 100 sure that that would work so let's go to open uh incident and we will open this one and then we will change the state and on whole reason so we will change this to on hold we will select as awaiting change and that's it you can see here change request is mandatory this time but that's how you basically make a different i would say change the behavior of fields on the basis of values from different field and that's the powerful feature we have in service now and you can see we have not written any kind of code as well everything is configurable so you if you are pretty much new to the implementation you will definitely get these kind of requirements and a lot of requirements can be achieved without any single line of code that means you don't have to write code that means a lot of things you can achieve and even servicenow now has flow designer even for i would say server-side scripting server-side uh logic you can just use flow designer but yeah a lot of things sometimes you have to do on a client as well and you might need coding for that but if even if if i say about the simple configurations simple requirements you want to achieve you can just do it without writing a single line of code so that's how you can change the behavior of fields on the basis of other fields in servicenow as part of the itsm implementation thanks for watching this video please like share and comment and do not forget to subscribe to my channel thank you and have a great day