Forum Posts
Create a Case First Response SLA for all HR Case
Hello, I need to create an SLA that starts when an HR case is created and ends when the case agent posts the first comment on the case. Can somebody help me please!
Reports
I'm looking for a way to grab the "route" incidents have taken. This would be highlighting every time that an incident touches an assignment group, not just where it starts and ends but everything in between also. for example there is 10 assignment ...
Import MS Teams chat in Incident record
Hi, I configured MS Teams chat within the Incident record (in Service Operation Workspace). Everything works fine. But, I can not find the option to import MS Teams chat in incident record. How to configure this feature? Best regards Nenad
Restrict searching HR case in service operations workspace
Hi Team,I want to restrict search of HR case in service operation workspace how can i achieve this.
Converting Score Card chart to Pie Charts
Hello All, I am looking for some help on reports to show % of Met MTTA, MTTR and MTTI in Bar charts. Current Behavior: We are able to achieve the percentages as below. It is with respect to P1,P2,P3 and P4 priorities in each tab.For each priority, we...
Few catalog item should be hidden for netherland user
Hello We have requirement where few catalog item should be hidden for Netherlands user, so I have created one user criteria and wrote a script which is below it worked at that time but next day when I impersonate the same person who belong to Netherl...
Reports
I'm looking for a way to grab the "route" incidents have taken. This would be highlighting every time that an incident touches an assignment group, not just where it starts and ends but everything in between also. for example 10 assignment group At t...
Tickets are generating but email notifications are not receiving
Hi ,Greetings!!Experiencing an issue where one user not receiving email notifications for tickets generated from specific table,despite successful ticket creation,user able to receive emails for records from other tables and all group are receiving...
Task Intelligence Sentiment Analysis stuck on 97% when training model
Hi, We want to set up sentiment analysis for CSM. However when we try to train the task intelligence model it just gets stuck on 97% ? Its happened on our temporary instance and the training has ran for a number of days, we have also tried training o...
How to fetch Description field with value in Inbound action from email body
How to fetch below value from the HTML in inbound action: Description: This is the description field for the incident Note: I am able to read the values of other fields except the above one. How to fetch <html> <head> <meta http-equiv="Content-T...
Resolved! How to read values of a field with seconds,minutes and hours
Hi Team, I have created a metric definition for a custom field NextAction in servicenow. For a Case number it can have multiple records. If you see the below screenshot with Column Duration.I want to extract sum of values , which have different uni...
Configure tab to show number of records
In our workspace, we have a tab Responsibilities contact, this is fully configured using UI builder., We added a list component for this tab and used data binding and we get the contact and account from the case record and fetch the relevant Responsi...
What is bi-directional account relationships in ServiceNow CSM?
What is bi-directional account relationships in ServiceNow CSM? I am new to CSM & hance trying to figure out what is means?So we have account-account relationship & account-partner relationship . Why ? What is the use case?What is the real world scen...
Success stories about Integration with Event management
Hello everyone!I learned Integration with Event management (URL below). But I Cannot find any success stories about it. Do you know some success stories? Show me with the URL or picture would be nice.https://www.servicenow.com/docs/bundle/vancouver-c...