I created filter under Task table to show all the assigned & unassigned INCs and Tasks to service desk.the conditions are:Assignment group is A or B or CAssigned to is agent 1 or agent 2 or agent 3 or is emptyActive is trueState is not resolved.Backg...
Hello,Looking for some guidance on SLA Response Reporting. I have a Report for Average total Duration is open that is trended by the month the INC was opened. Im having issues with adjusting this report to trend Average SLA Response times by month. I...
What are features of Customer Service Management? A. Skills-based routing B. Demand Management C. Real-time SLAs D. Service Contracts E. Timed Audits F. Service Entitlements G. Service Prospecting Can anyone provide me the answer for this... Thanks i...
Hi, On the sys_user_group form we have added a custom field called 'Display Name'This is due to the fact that the name is to complex and we would prefer a more understandable display name.There is a requirement to populate the custom field 'Display N...
How to add a drop-down Banner message on native UI (Home Page) with change request details. Such as changing number, short description etc.
I want to import a whole Table from Source instance to Target Instance. What updates should I need to capture in an update set so the form design, layout, acl/roles customization and everything will look same on the Target InstanceIn Source Instance ...
Users added to a Watchlist are unable to view the case, they receive a message when they click on the LINK, it takes them to a screen that says, you don’t have access. ** I am new to ServiceNow admin, and need step-by-step assistance. Thank you,
Hello Everyone I have created a inbound action for accept or reject a proposed solution via email.In that, I need a condition that "sender email matches internal_user.email". where internal_user is the end user(Sender) who is replying for the email. ...
While trying to create a case or interaction in csm configurable workspace, by clicking the New record menu item(+), submit button is missing in both the form. How to add the submit button to both the forms?
Hi All, I have created a UI action button in Case form to create an incident, however in the created incident the case is not related. Script used to create incident as below.I would appreciate any help. var inc = new GlideRecord('incident');inc.newR...
In ITSM, when Watch List members click the “Take me to Incident” link, they are directed to a read-only platform view, not the portal: In CSM, when Watch List members click the link to the Case, they are directed to the Portal with an error m...
Hi , I have converted the catalog items into record producers and tried submitting the case in portal as an user having sn_customerservice.customer, snc_internal, sn_apptmnt_booking.appointment_booking_user, task_activity_reader roles. But as soon ...
We have a code in .js format file stored at MID Server. We are trying to execute that piece of java script via MID Server script include which we failed multiple times.Could you please help us with process to achieve this functionality Can we RUN Jav...
Hi All, With new user logged in into the workspace if I opened a list view of any table then I need to add columns every time. Can we Configure Workspace list columns, so I do not need to add columns every time when logged in with new user
In 'csm_service' table I have to calculate the total on hold time and populate the on hold time duration in 'u_total_on_hold_duration' field. u_total_on_hold_duration field type=duration .I tried to calculate the duration from metric_instance table.B...
