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Interaction's state field sn_hr_core.case_writer users dont have write rights

Hello, I am facing an issue with the interaction table acl's. User's dont pass the acl's to write on the state field even though they have the role sn_hr_core.case_writer , specifically for the interaction records that have application Advanced work ...

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Community Alums by Community Alums  
  • 445 Views
  • 1 replies
  • 0 helpfuls

Some variables are not getting populated on RITM

Hello Community,I am facing an issue with RITM variables. The requirement is that some variables should be populated based on RITM state. What I tried:I created UI Policies to populate variables when the state changesHowever, the variables are not be...

as001072015 by Tera Contributor
  • 392 Views
  • 2 replies
  • 0 helpfuls

Record producer - Answers not showing on target record

Hi experts,I am creating a record producer and have encountered a problem. When I test the form and click submit, several of the answers in the internal case that is created are missing, but that I specified earlier when I filled out the form. What c...

jhnd by Giga Contributor
  • 342 Views
  • 3 replies
  • 0 helpfuls

Resolved! regarding external access

Hi Everyone,Thanks for the earlier guidance. I was able to make progress, but I’m still facing an issue.What I did so far:Created a Record Producer for the Lead table and made it public.Updated ACLs so that the Guest user has read/write/create access...

RohitPapann by Tera Contributor
  • 380 Views
  • 2 replies
  • 2 helpfuls

Getting attachment id in attachment action client script

Hi everybody, I have been struggling with an issue that is driving me crazy. Our customers want attachments to be opened in a new browser tab by default when they are being clicked on in a case / task record in CSM/FSM workspace. By default the docum...

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Remove "snc_read_only" in the group

Hi Community, Here one of the user is not able to see the submit button in customer portal while submitting the requests. The user belongs to one of the X group in that group the roles are itil , snc_read_only and customer agent . As snc_read_only ro...

tulasi8 by Tera Contributor
  • 296 Views
  • 1 replies
  • 0 helpfuls

Resolved! Report on cases resolved on first assignment group

Hello Alli am trying to figure out how to create a report on the percentage of cases which have been resolved on the first assignment group. Does anyone know where to start?thanks

Marta G by Mega Guru
  • 742 Views
  • 7 replies
  • 3 helpfuls

Integration with One Identity

Customer is asking if Servicenow is integrating with One Identity ? Eg get user information from One Identity to populate case information.

Frank70 by ServiceNow Employee
  • 1862 Views
  • 3 replies
  • 1 helpfuls

Resolved! Populate Install base item from Sold Product field

Hi all, The requirement is to populate Install base item from my sold product on the case table. I have tried the below logic but somewhere it's going wrong and not working. Business Rule: When: afterInsert: trueOrder: 200 Script: (function executeRu...