Hi All, I want to auto-populate a variable called Product from my catalog item URL : https://dev.service-now.com/support?id=sc_cat_item&sys_id=27d0f90f97d91590dc87feae2153a67a&product=apple So, here based on the URL description, the Product variable ...
Hi all, The requirement is to check if the incident is created 4 hours, then update the incident's additional comment.I've tried the following approach. var dR = new GlideRecord('incident'); dR.addQuery('sys_id','57af7aec73d423002728660c4cf6a71c')...
How to make response templates in the contextual side bar to be made available to the Custom case?
Hi, everyone! I am considering taking on a project for implementing ITSM and CSM for a small company delivering a broad range of services (from IT outsourcing to hardware and software sales and implementation).Which one should I tackle first? ITSM or...
Can anyone tell me if there is a standard field on a change request to put your estimated effort? This would be a change request from a case. I need to create quotes based on effort during the assess stage before we approve a change. Then the actual ...
I Want to send an email which I have defined in sysevent_email_action table whenever I click a Button component in Workspace.
Hi, The use case is as follows:When a customer raises a case, an SLA clock startsIf Tier 1 agents cannot resolve a case, they raise an incident that is then worked on by Tier 2For Tier 2 agents to understand what the situation with the SLA clock from...
Hi Team I want to update the branding for virtual agent unable to add image instead of text can any one help me what I am missing guide me please Please refer the virtual agent chat I uploaded image but its showing some text I want Image should be u...
I need to create a download link for the Service Portal. The file is an Excel spreadsheet. I created the link in the Portal using the 'rich text label' variable, then added the link '/sys_attachment.do?sys_id='SYS_ID_FROM_SYS_ATTACHMENT' to this vari...
Hi there We want to implement the time card plugin which is included in CSM Licence. For the Default time sheet policy, we can set the flags Auto create time card on planned task updateAuto fill time card with time worked entriesIf checked and the us...
Hello experts, I wrote a On edit client script which is working but apparently there is another script which runs after my script which causes changes to rollback. In my experiences with other products, I could run the transaction in a debug mode to ...
hi everyone, i‘d like to implement direct user creation by customer admins. The OOTB process relies on the companies registration code and requires a self registration. In addition to this we want the customer admins to directly create contacts via t...
Hello, I am looking to get a list collector field added to the published knowledge article view and am unsure how to add it. It shows in the view when editing an article but not when view it after its been published. Any help would be appreciated. Th...
HI everyboy, We are currently on Utah but will be upgrading to Washington soon. We are using CSM and ITSM integration and give our customers in the CSM Portal the option to view a few articles in a knowledge base. One type of articles are Tool Descri...
Hi,Employees log-in to Employee Center and create an incident from our service catalog.Right after having created the incident record, the widget shows the Actions drop-down menu with the option "Resolve". The logged-on user is an end-user employee w...
