Allowing non-ITIL users to access incident tickets

I want to allow non-ITIL users to view incident tickets created by ITIL within the Employee Center.To achieve this, I want to customize the ticket tab to display the details of the incident. What methods are available for this?

• Question

Email Notification Dashboard

Hello ,In email Notification Dashboard  2 widgets not rendering data as expected: Most opted-out notificationTop 10 users receiving notifications Does anyone has any idea how to check these widgets from backend or how to configure this?

• Question

Why “operationalizes / operationalized by” relationship not available as recommended by CSDM5

Hi Team, Why CSDM recommended relationship “operationalizes / operationalized by” is not available OOTB in system. What is the best way to create relationship between Business process and business capability? Thanks,KUMAR

• Question

How to make contractor-based Assignment Groups visible in the Dispatcher Workspace selection?

Hi everyone, I am running into a visibility issue with Assignment Groups in the Dispatcher Workspace and could use some guidance. Instance Version: Xanadu Current Setup: I have a Dispatcher Group configured to cover a total of 5 Assignment Groups:3 i...

• Question

How to add Images to the incident created by record producer catalog item.

I added images to the description, and the users select the choice option in product variable, but when user selects a product, the related image also should be added to the incident created using record producer.

• Question
• Service Catalog

Issue Receiving Purchase Orders via Now Agent App (OOB) in Zurich

Has anyone successfully used the out-of-the-box purchase order receiving feature in the Now Agent App on the Zurich release?I’ve tested this across multiple instances, but it doesn’t seem to be working as expected. Looking to understand if others hav...

• Question

How to update change request view - fields and Tabs in SOW

Hi All, We have 4 different requirements related to update the view for change record in SOW as below,Currently there are 4 tabs Overview, Details, Change tasks, Related records 1. In 'Overview' tab we want to remove a block 'Scope and Impact' contai...

• Question

Assistant provider as Genesys

Dear all,I am trying to test Voice agent integration and plan to evaluate what this Genesys can do.It seems to be a real nightmare to get a simple trial access to the platform and use the Voice agent part as a simple phone call we can reach for assis...

• Question

Survey question mandatory on condition

if survey question is 'are you satisfied or not satisfied' and if use select Not Satisfied - then  "Give additional info" question comes which is mandatory I want to show this question even if satisfied but in this case, it should be non mandatory. I...

• Question

Unexpected Behavior: Catalog Variable Showing Another User’s Phone Number

I encountered an unexpected issue and would like your help.I created a catalog item in ServiceNow that displays the logged‑in user's own information and allows them to edit it if necessary.However, one user reported that the phone number shown in the...

• Question

Custom Status field displays backend value on Case form

Hi Everyone,I have a custom field on the Case form called Status. The issue is that the choices are showing the backend value instead of the display value on the Case form. What could be causing this issue?  Kind Regards  

• Question

Hi , I am unable to view my vouchers after completing the course.

• Question

Unable to complete Task 02: Approve requests (ITSM) Zurich

I am working on Task 2 in IT Service Management (ITSM) Fundamentals Simulator (Zurich) and I am stuck at this point: Now that the record has been approved at the request level, we need to approve it at the requested item level.As Matthew Smith, open ...

• Question

pm_project - create from template button

Dear SPM Experts,We are using projects (pm_project) and have put an ACL which allows write operation to project only if the user is in the project manager (project_manager) or project owner (assigned_to) or admin (project_admins custom field). When p...

• Question