Background
As part of the 3.X stream of work, functionality to create incidents and to subscribe to them was added.
Customer interviews have identified a desire to slightly change this behaviour. We also would like to make this functionality available in the 2.X stream so that it can be quickly released without an extensive security review.
Currently, the "Message Action" for a Mattermost message looks like this.
We would like to make three small changes as described in the objectives so that this can be quickly released to the customer for evaluation.
Objectives
For the message actions dialog,
Move the Mattermost message to the "short description" field. If the message is too long, add a ... to this field. Try several different cutoff lengths and choose which one works best in both Mattermost and in ServiceNow.
If the short description field extends past the "cutoff" length, put the full message in the description field (as today)
Identify the SENDER of the Mattermost Message and if they have a ServiceNow linked account, use this account to populate the "Caller" Field.
Remove the Impact and urgency fields from the form
For the create new incident dialog
Leave this dialog as-is for now if possible.
Key Results
Demonstrate that the message actions dialog for ServiceNow properly populates the short description, description and caller fields and that the impact and urgency fields are removed.
Demonstrate that this runs correctly in both the 3.X and 2.X streams.
Background As part of the 3.X stream of work, functionality to create incidents and to subscribe to them was added. Customer interviews have identified a desire to slightly change this behaviour. We also would like to make this functionality available in the 2.X stream so that it can be quickly released without an extensive security review.
Currently, the "Message Action" for a Mattermost message looks like this.
We would like to make three small changes as described in the objectives so that this can be quickly released to the customer for evaluation.
Objectives
For the message actions dialog,
For the create new incident dialog Leave this dialog as-is for now if possible.
Key Results Demonstrate that the message actions dialog for ServiceNow properly populates the short description, description and caller fields and that the impact and urgency fields are removed. Demonstrate that this runs correctly in both the 3.X and 2.X streams.