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Forum Posts

Relate attachments from a parent record to a child

Hello all, I'm trying to figure out how can we relate the attachments from a parent case to a child task. When one of our users submit a case he can add attachments, what I know is the attachments are located in sys_attachment table, this table has a...

Order Guides alternative in CSM

Hi, in ITSM Service Catalogue, we have order guide functionality and the use of variables.  Based on a users response to variable(s) one or many catalogue items requested (RITMs) under one single request.  However, CSM does not support order guide.  ...

Notification "Record Inserted or Updated" is not triggered

Hi I have created a notification to send an email when a record is inserted/updated on a table. It works correctly in pre-prod instances but not in production. The change is deployed to production using an update set.  Please explain why it does not ...

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current.update in Async business rule

i have total 40 async business rule. Those all business rules are in production. in those business rules we used the current.update() .Now the servicenow not alowing the current.update.i want to replace the current.update and working thpose business ...

DWARAM REDDY by Tera Contributor
  • 1093 Views
  • 4 replies
  • 0 helpfuls

Resolved! need to close RITM after all sc_tasks are completed

For one RITM, we built two sc_tasks. When I try to close one sc_task, RITM closes but another sc_task remains open. Can somebody assist me in closing all sc_tasks before RITM closes?

Vani14 by Tera Contributor
  • 1850 Views
  • 7 replies
  • 2 helpfuls

How to add a new Language for Knowledge articles?

We added language plugins for two languages (Japanese and Chinese). Those plugins installed translations for all labels in the sytem, and also added language mechanism for those articles to knowledge articles.  We need to add additional languages (eg...

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Resolved! Embed (Visio Diagram) that is Converted to PDF in Knowledge Article

I'm trying to add a PDF of a Visio diagram into a Knowledge Base Article to where you can zoom in and out on the detail. I was able to add it, but when saving the Knowledge article to preview, The preview is blank, and part of the code is missing. Ha...

Myrtle_37 by Kilo Expert
  • 2077 Views
  • 1 replies
  • 1 helpfuls

Resolved! How to create a ui action button on a case to create a new task

Hi all,I'm struggling with a button on a case form that creates a new task.The button is visible but I can't get the ui action to function. This is what i got: Hope someone can help me and guide me in the right direction.Thank you!

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Regilio by Tera Contributor
  • 1079 Views
  • 5 replies
  • 3 helpfuls

Resolved! Redirect from Third party portal to ServiceNow

Hi All, we have external portal which will show list of customer cases in read only view (no editing allowed). If user click the case number, I want that user to be redirected to ServiceNow CSM workspace. Can you please let me know how to create this...

Himanshu42 by Tera Contributor
  • 1139 Views
  • 4 replies
  • 1 helpfuls