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...
Hi AllIn CSM screen(case table) , i want to get login user who clicked button in UI action and set it in screen itemPlease help me
Hi All, I request you , kindly share some realtime cases please USA Product and service company [XXXXXX] using CSM. who is Partner? , Who is customer ? for USA Product and service company [XXXXXX] . what they can do? how will be the relationship b...
Hi All,How to add two duration type of fields in servicenow? When I am trying to add the fields, it's getting concatenated in string form.Can anyone help me on this issue.Thanks in advance!!Jaydee
Hi, I'v asked this from Support, but they haven't got me answer in 2 weeks, so I'll come to you guys. I'v got this weird problem in my client's Tokyo-instance. When non-admin user is filtering list of all customer service cases, let's say he/she puts...
How do you enable the "Save signature checkbox"? as seen in this developer article.Now Component Library | ServiceNow Developers Thank you in advance for your help.Ty
We have Special Handling Notes configured for certain accounts. It works well on Agent Workspace when opening a case. But it doesn't pop up when a contact from those accounts initates a Chat and the chat card appears in the Inbox. Is it supported by ...
Hi Folks, I want to know is there any OOB way to block a case with reason 'blocked internally'. I cannot see any blocked state or any UI action to block the case. Any inputs would be helpful
how to I get a second voucher to retake ServiceNow Admin??
Hello. We are creating an incident with API integration when an alert is detected in another system.Currently the timezone is as follows.I would like to set all time zones to Asia/Tokyo, what should I do?â–½Time zoneAt the time of incident creation: UT...
Requirement: As of now, we have a KB ID and short description in approval form. To understand the kb article before approve/reject , i need to add the url of the kb article in the approval form. Can someone help me , how to request for the kb article...
Hello, I have a request to auto close the cases that have been resolved for more than 10 days we have set up a business rule to mark the auto close box once we change the state to resolved, this is working right now, but for the old cases that we hav...
How to grp.addQuery('group', 'sysid') on multiple sysid's ex script //answer = ifScript();//function ifScript() {// var grp = new GlideRecord('sys_user_grmember');// grp.addQuery('group', 'sysid'); //sys_id of group assigned to Approval - Group acti...
I need to show "watchlist" filed after the form is submitted on service portal. (form is a record producer) can anyone help me on this. This is how it looks after submitting the case as of now. can we show watchlist field somewhere here : (attached s...
I'm trying to find a way to close the case when the associated request closes. As case is the parent of request, I thought I could do this via a business rule without scripting. However I cannot get it to work. I've attached screenshots of my busines...
