How to Create a Button on the Incident Form in ServiceNow
- kelly.ryu
- Mar 21
- 2 min read
Updated: Mar 26
ServiceNow's Incident Management module plays a crucial role in resolving IT service disruptions efficiently. Customizing the Incident form by adding buttons enhances user experience and streamlines workflows. This guide provides a step-by-step process to create a button on the Incident form using UI Actions, enabling users to perform specific actions directly from the form interface.
Creating a Button on the Incident Form
To add a button to the Incident form, ServiceNow uses UI Actions, which allow users to create buttons, links, and menu options that trigger specific scripts. Follow the steps below to create a functional button.
1. Navigate to UI Actions
In the Application Navigator, type "UI Actions" and select the corresponding module.
2. Create a New UI Action
Click the "New" button to start creating a new UI Action.
3. Configure UI Action Properties
Name: Enter a meaningful name (e.g., "Request Update").
Table: Select Incident to link the button to the Incident table.
Action Name: Assign a unique action name, such as request_update.
Show Insert Checkbox: Check this box if the button should appear on new records.
Show Update Checkbox: Check this box to display the button on existing records.
Form Button: Select this option to make the button visible on the form.
4. Define Conditions for Visibility (Optional)
Use the Condition field to restrict the button’s visibility to specific users or roles. For example, to show the button only to users in a specific assignment group:
gs.getUser().isMemberOf('assignment_group_name');Replace 'assignment_group_name' with the actual assignment group name.
5. Write the Execution Script
Define the action triggered by clicking the button in the Script section. For instance, to send a notification to the assigned technician:
6. Save and Test
Click Submit to save the UI Action.
Open an Incident record to confirm that the button appears as expected and functions correctly.
Best Practices and Considerations
User Permissions: Ensure that only authorized users can access and execute the button’s functionality by setting role-based conditions.
Script Optimization: Write efficient scripts to avoid performance issues and thoroughly test them before deploying.
User Training: Provide users with proper guidance on using the new button to maximize its benefits.
Adding a button to the ServiceNow Incident form using UI Actions enhances process efficiency and user interaction. By following these steps and best practices, organizations can tailor their ServiceNow environment to meet their operational needs, improving overall service management.
