Automatically Populate Incident with Work Order Number (#2452)

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Author: zakir8992

Server-Side Components/Business Rules/Automatically Populate Incident with Work Order Number/Populate_WorkOrder_Number_1.png

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+# Automatically Populate Incident with Work Order Number, State , OnHold Reason using business rule
+
+This use case automates the linkage between **Work Orders** and **Incidents** in ServiceNow. When a **Work Order** is created from an **Incident**, the system automatically :
+- Populates the Work Order reference (**u_work_order**) field on the parent Incident  
+- Sets the **Incident State → On Hold**  
+- Updates the **Hold Reason → Awaiting Field Work Order**  
+- Adds a **work note** in the Activity Stream for traceability  
+
+This ensures a seamless connection between **ITSM** and **Field Service Management (FSM)** processes, allowing  to identify related Work Orders without navigating to related lists.
+
+## Why This Use Case
+Out-of-the-box (OOB) ServiceNow does **not** include a direct Work Order reference field on the Incident form.  
+By default, users can only view Work Orders under the *Related Tasks → Work Orders* section, which limits quick visibility.  
+
+To address this gap, a custom reference field (**u_work_order**) was created under the **Related Records** section ( similar to *Problem* or *Parent Incident* ).  
+- Displays the linked Work Order number directly on the Incident form    
+- Prevents manual modification while maintaining clear visibility for agents  
+
+## Process Alignment
+In standard ITSM workflows, Incidents can be placed **On Hold** for reasons such as *Awaiting Problem*, *Awaiting Change*, or *Awaiting Vendor*.  Since there was no default option for Field Service, this customization introduces a new Hold Reason : **Awaiting Field Work Order**
+
+When a Work Order is created from an Incident:
+- The Incident automatically moves to **On Hold**  
+- The **Hold Reason** updates to *Awaiting Field Work Order*  
+- A **work note** logs the Activity Stream  
+
+This behavior aligns with existing ITSM hold logic for Problem and Change processes
+
+## Prerequisites
+
+#### Ensure FSM Application Plugin is Installed
+- This customization requires the Field Service Management (FSM) plugin to be installed and active in ServiceNow instance  
+- Search for Field Service Management plugin **com.snc.work_management** and install
+- FSM provides the **Work Order [wm_order]** table
+  
+#### Create a Custom Field on the Incident Table
+- Create Custom Reference Field on Incident table with label name **Work Order** [u_work_order] and select Type as **Reference**   
+- Reference to Table Work Order [wm_order]  
+- Save and add this field to the **Incident form** under the **Related Records** section
+
+#### Add Custom Choice in On Hold Reason Field
+- Navigate to hold_reason field on Incident table
+- Configure dictionary and add **Awaiting Field Work Order** with value set as 2 and sequence as 5  
+- Save the new choice to make it selectable in the *Hold Reason* field.
+
+---
+### Creating an Incident
+![Create_Incident](Populate_WorkOrder_Number_1.png)
+
+---
+
+### Work Order Created from Incident
+![WorkOrder_From_Incident](Populate_WorkOrder_Number_2.png)
+
+---
+
+### Incident Updated with Work Order Reference, State On Hold, and Reason Awaiting Field Work Order
+![Populate_WorkOrderNumber_State_onHoldReason](Populate_WorkOrder_Number_3.png)
+
+

Server-Side Components/Business Rules/Automatically Populate Incident with Work Order Number/Populate_WorkOrder_Number_2.png

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+(function executeRule(current, previous /*null when async*/) {
+
+    if (!current.initiated_from.nil()) {
+
+        var inc = new GlideRecord('incident');
+        if (inc.get(current.initiated_from)) {
+
+            // Link the Work Order reference to the Incident
+            inc.u_work_order = current.sys_id;
+
+            // Move the Incident to On Hold and set Hold Reason
+            inc.state = 3;                 // 3 = On Hold
+            inc.hold_reason = '2';         // Awaiting Field Work Order (custom choice value created)
+
+            // Add work note 
+            inc.work_notes = 'Work Order ' + current.number + ' has been created and Incident moved to On Hold.';
+
+            inc.update();
+        }
+    }
+
+})(current, previous);