I am trying to create a request form with one of the questions being something along the lines off "what service do you need" answers being a list of the services we offer, i need the user to be able to select more than one option but i cannot find t...
Hi, I am facing an issue in ATF for Approving Change request.we have two level of approvals in Change request. first level of approval (in assess state) steps were successfully passed, but second level of approval (in authorize state) steps are getti...
Is there a way to add a field such as issue or title of a helpdesk ticket? See the screenshot; there's no way this user is going to take the time to dig through their emails to figure out which ticket # corresponds to which issue they had.My apologi...
Hi community, Just like Outlook collates messages from the same email thread into a collapsible // expandable ‘Conversation’ , is it known if Outlook can be programmed to pay attention to unique email identifiers [e.g. “CS12345” in the Subject , or “...
we have short description like [S1871R02] and we need to update the 1871 into the location field in incident.we wrote script already but when we try to update the incident location is not matching with short description. Business Rule script:(functi...
Create a before query on the business rule on an incident table, such that users who are having itil role, should see only ACTIVE incidents.It will be helpfulThank you
Hello everyone,We have integrated with Genesys and implemented two business rules:BR 1: When a case is inserted, and certain conditions are met, a new interaction is created in Genesys for the respective case through a REST API. The resulting interac...
Hi Experts,Requirement: I would like to populate a short description on the Interaction record with 1st message/text entered by the end user. How can I achieve this requirement? Or an alternative solution I can propose? I found the below community li...
Can someone explain what the 'route' field is.Also, if I want to conditionally render a UX screen based on a field of the Incident table, how can I accomplish that?
Hello All,I have and issue while working with service portal I have created a portal and I'm currently utilizing a pre-existing widget. However, in the search source settings, I specified "users," but I want to view only the users that I have persona...
Hi experts, I am looking for help if anyone has implemented industry data model on top of existing customer service management?
Hi folks, I need help with the Search Global tool in SN. Right after I click on any module from the ALL Navigator and load the list of records, the Search Global (on the left side of Application scope/Update set) pops up with a message "Search is now...
Hello, I'm currently working on integrating ServiceNow with an external system using REST APIs, and I've encountered an issue. I'm making a REST API call from ServiceNow to fetch data, but it's returning unexpected results. Here's a snippet of my cod...
Hi All, We have a case, where we need to show recommended action(a knowledge article, and additional comments) if the agent selects "hardware" under the Product field while creating a case in the CSM workspace.We're working in a domain-separated envi...
After clicking advance check box, not able to see advance tab to write the scripts in business rules. I tried to save as well but after saving advance checkbox is getting reset to unchecked. Refer screenshot.Version : tokyo
