Using Change Type in in Service Operations Workspace - Support and Troubleshooting

Using Change Type in in Service Operations Workspace Issue .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } How to use “Change Type” instead of "Change Model” in Service Operations Workspace (SOW)

Release .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Australia

Resolution .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Apply the following steps:

1. Navigate to Change Models ( Change > Models> Change Models ) and set Active to false or set the field " Available in 'Create New' " to false . For example, set Normal and Emergency to false .

2. Set the system property " com.snc.change_management.change_model.type_compatibility " to true .

3. Navigate to " sn_sow_interceptor_record_type_selector " table and create new records against Change Request, other types are needed, other than Normal / Emergency, as these are out of the box.

4. When the create change page is opened in SOW, the Normal and Emergency cards will be displayed with a tag of " Legacy ", which will create change requests that are not model-based.

Change Models do take precedence over types, but by deactivating the change models and setting up the correct selectors for the types, these are then presented with a tag of " Legacy ".

5. If any customisation is required, apply it as follows:

a. If using Service Operations Workspace ITSM Applications ( sn_sow_itsm_cont version ) plugin before 9.x , use " SOWChangeCardsSNC " Script Include and apply the customisation to the " SOWChangeCards " script include.

b. If using Service Operations Workspace ITSM Applications ( sn_sow_itsm_cont version ) plugin v 9.x , use " CreateChangeLandingSNC " Script Include and apply the customisation to " CreateChangeLanding " script include.

For example, to change the order of items displayed based on " order " instead of the default " title ", the " _getChangeTypesGr " function can be copied from the SNC script include to the mentioned script include with the required changes. Here is an example of a modified script include:

var SowChangeCards = Class.create(); SowChangeCards.prototype = Object.extendsObject(SowChangeCardsSNC, { type: 'SowChangeCards', // ==== Copied from SNC and modified: _getChangeTypesGr: function(orderBy, textSearch, encodedQuery) { var changeTypesGr = new GlideRecordSecure("sn_sow_interceptor_record_type_selector"); orderBy = 'order'; changeTypesGr.addActiveQuery(); if (textSearch && typeof textSearch !== "undefined" && textSearch.trim() !== "") changeTypesGr.addQuery("title", "CONTAINS", textSearch).addOrCondition("description", "CONTAINS", textSearch); if (encodedQuery) changeTypesGr.addEncodedQuery(encodedQuery, true); changeTypesGr.orderBy(orderBy); changeTypesGr.addQuery("target_table", "change_request"); changeTypesGr.addQuery("title", "NOT IN", this.currentModels); changeTypesGr.query(); return changeTypesGr; } // ================= });

Related Links .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Understanding Change Model Queries and Type Field Behavior in ServiceNow

Change Models properties