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Adding Application Development Ticket Number Column in Servicenow Migration Tickets

Author: Agus Budi Harto, 2025-04-30 02:35:20

The development of in-house applications—from creation, modification, to retirement—typically follows a method known as the Software Development Lifecycle (SDLC). New or updated applications are initially developed in a development environment, and then migrated through stages such as testing and production.

This development and change process becomes a key focus during financial audits when the application in question affects financial transactions. For audit and compliance purposes, it is crucial to provide sufficient proof that application creation or modifications were requested or approved by relevant stakeholders.

In Servicenow, these processes can be tracked through application request or change tickets, as well as migration tickets used to move applications between environments. However, in practice, development tickets and migration tickets often need to be linked to ensure traceability of the changes for the same application.

To address this, a new field should be added to the migration ticket form to reference the corresponding development or change request ticket. This helps establish a clear connection between the request for development and its subsequent migration, improving audit readiness and process transparency.

Steps to Add the Development Ticket Field:

1. Create a Script to Fetch Request Data:

  • Navigate to: All > System Definition > Script Include


  • Check the box Client Callable

  • Insert the following script:

            var arr = [];
            var usrTitle = gs.getUser().getTitle();
            var grTic = new GlideRecord("sc_req_item");
            grTic.addEncodedQuery("requested_for.title="+usrTitle);
            grTic.query();
            while(grTic.next()){
                var tnumber = grTic.sys_id.toString();
                var grMig = new GlideRecord("sc_item_option");
                grMig.addEncodedQuery("item_option_new.question_text=nama_tiket_pembuatan_atau_perubahan_program");
                grMig.query();
                while(grMig.next()){
                    if(grMig.value.toString()!=tnumber){
                        arr.push(grTic.sys_id.toString());                  
                    }
                }
            }
            return arr;

2. Modify Your Migration Catalog:

  • Go to: All > Service Catalog > Catalog Builder


  • Open the Catalog Items tab, select your migration catalog item, and click Edit


  • In the Questions tab, add a new question to create the additional field

  • Configure as follows:

In the "Question" tab:


  • Set Question Type to Choice

  • Set Question Subtype to Record Reference

  • Enter appropriate titles for Question Label and Name

  • Check the Mandatory checkbox

In the "Additional Details" tab:

  • Set Source Table to Requested Item

  • Apply the following filter:
    Item is [Application Request Catalog Name] and
    Sys ID is one of [removed] new Script_above().sub_script();

Skip the remaining three tabs:

  • Default Value

  • Auto-populate

  • Annotation

  • Finally, click Insert Question to save the field.

By implementing this field addition, your organization enhances traceability between development and migration tickets, which is essential for proper documentation and audit compliance. This structured linkage also supports better control and governance over application changes within the SDLC framework.

Related article:

Choosing the Right IT Service Management (ITSM) Tool for Optimal Efficiency

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