We have an SLA definition that has a duration of 6 days and 6 hours (150 hours) with a schedule of 8am - 6pm weekdays. A case was opened on the 13/04/2023 which gave a breach date of 05/05/2023. This is correct and we are happy with this calculation ...
Hello All, We have a requirement for the Notification Preference appearing on the CSM Portal. Once the "XYZ" Notification is received on the Portal for the particular user, then the "Primary Email" toggle button for the "XYZ" Notification should auto...
I am looking to pursue Integration Hub Training I went to the ServiceNow Learning Page and do not see any specific Integration Hub Instructor Led training specifically for this topicIf possible can you provide the link or resource on where this can b...
Hello Everyone,We are having a requirement to show the 'Title' of the agent instead of 'Name' on the csm case ticket page on the CSM portal. I tried some modifications in 'std_ticket_conversations' widget, but it didn't worked. Any help will be appri...
Hi ,We have a requirement to send the below details in a notification :The Assignment Group has been changed from << Old Assignment Group >> to << New Assignment Group >> The State has changed from << Old State >> to << New...
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...
We're deploying our customer service portal and we have noticed that when a consumer registers with the site the roles being added to the consumer are displayed on the portal just like they are internally when a role is applied to a user. It appears ...
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. ...
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 ...
Hi All,We are not understanding that why Scheduled job stops working all of suddenly from last 5-days.we have custom application, we have scheduled job against Custom application of custom tables. we found that data not updating from last 5-days, fo...
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 ...
Hi all, I've been asked to update a catalog item so that when it loads on the portal, it checks if the user is part of a group and if he is, a pop up message should appear and then redirect the user to the portal homepage. If the user is not part of ...
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?
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...
