Notifications

79 views

Symptoms


Reference to call record seen in request field special instructions

Release


Istanbul and forward

Cause


Fix for PRB709159

Resolution


The behavior mentioned is currently working as expected. The reference string is added by an out of box business rule 'CallTypeChanged to Request' seen here: 

<Instance name>.service-now.com/nav_to.do?uri=sys_script.do?sys_id=01175810eb100100fcfb858ad106fee3 

This is implemented as such to fix a previous problem PRB709159. Prior to Istanbul, when a two step check out process was being used the link between the request and service desk call was broken. This method was added to ensure proper information is passed to new records and to ensure a correct link is created between both records.

Enhancement request FTASK29967 has previously been raised requesting an oob behavior eliminating the string.

 

Article Information

Last Updated:2018-12-05 00:53:43
Published:2018-08-31