A common requirement I hear a lot is how to give itil users the ability to know that someone else is working on the same ticket as them. Out of the box, ServiceNow have provided an on submit client script which checks if there’s been an update since you’ve been working on the incident. However, my issue with this is it’s happening after the itil user has already spent some time working on the incident when someone else is already dealing with it.
It’s an inefficient way of working. So I came up with a different solution, one that checks when accessing an incident, whether someone else has accessed it since it’s last update within the last 30 minutes.
If someone other than you viewed the incident, an alert will be shown to the itil agent letting them know who accessed the incident and when. This simple solution provides enough information for the itil user to make an informed decision as to how they wish to proceed with the incident.
The update set is attached. It contains simply two scripts, one business rule and one client script.
The business rule is a display business rule which queries the transaction log for the relevant transaction identifying access to the incident. If it exists, it sets two g_scratchpad variables, one for the user who access the incident and the other with the time stamp.
The second script is an on load client script that checks for the existence of the g_scratchpad variable and if it exists, will alert to the itil user who accessed the incident last and when.
Hit the link below to download the update set.