Looking to change the Short Description field in ServiceNow based on the request being created from a request or certification revoke. Haven’t found a good guide for variables that can be used in these fields.
Hi @anthag
Have you gone through the below one, there are examples for short description and description fields in this one. Hope this is the one you are looking for.
Regards,
Uday Kilambi
Hi @anthag ,
Can you elaborate more on the use case?
You can make use of workflows for this if they are enabled in your tenant.
-Abhinov
Right now our Service Desk integration is creating everything with a short description of Access request to application: $request.resource. This makes it hard to do any kind of metrics in ServiceNow to track completion time for revoke versus add. We’d also like to report on number of tickets generated by a certification campaign. I’m really looking for good documentation around the Velocity variables that can be used for this.
If we used a workflow would that entail rework of our entire ServiceNow integration? Because just getting better short descriptions in the ticket would solve our use case.
Hi,
You can create identity attributes and pass on them at the time of ticket creation. You can add identifiers at identity attributes and send it in Req description/ description field.
Yes you need to change entire thing if you are using workflows.
-Abhinov
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