When major incident state is rejected I can see still priority is p1, How to make it default value ?
When major incident state is first proposed and then rejected I can see still priority is p1 (no change) , How to set it to default value ?
Forum Posts
Get Time part from a Date/Time Field
Hi, Is there a way to get the time part of a Date/Time field and store it on another Time field. Regards, In this example extract the time from Scheduled Start and store it into Expected start hour.
Resolved! How can agent record his time worked on the case.
We want agents to record worked time against their name on a particular case. How to achieve that?
Resolved! Why we have two portals in CSM?
What is the difference between customer portal and customer service portal in CSM?
Scripted REST API Error response detail
Hi, Can anyone provide all the error response codes for rest api ? Do we have any service now document or url for this?
Additional comment and work notes journal fields
How to Show both Additional comment and work notes on the form in default view. also is there any way if i can rename this additional comment for my scope application and it won't affect on other tables like incident, problem etc.
Flow Designer Support: Updating Asset States by changing the State of the Account.
Hi guys I created a State field on the Account Record called Account Journey State. I want to create a Flow that finds all the Assets of an account for which Account Journey State has changed and update all the associated assets Site Install State ...
Resolved! How to change SLA choices?
Hello Everyone, I need to remap the SLA's.. Present the choices are "Critical, Same Day, 2 Day, 5 days,10 days, 30 days". I need to change it to "P1, P2, P3, P4". P1 - 4 hours, P2 - 5 days, P3 - 14 days, P4 - 25 days. Can I add new choices "P1, P2, ...
Resolved! custom UI pages are not working on case form
Hi Team, I wanted to change the case type (custom field) in case form through UI action using GlideDialogWindow or GlideModal. 1. created a ui page( change_case) in 'Customer Service' application : <!-- <?xml version="1.0" encoding="utf-8" ?> --> <j:...
Grant SNC_EXTERNAL Customer to view changes and additional comments access in portal.
Hello friends, we are using CSM application, and we have record producer that process access to customer to submit a change request. Customers having snc_external permission and customer permission and they can submit changes. But with this role they...
Resolved! How can I populate Assignment group, based on category, subcategory, configuration item, service,service offering?
Hello, As an Incident Process Owner, I want the Assignment group to auto populate based on particular criteria when an incident is first raised to save me time.Remark: This is one of the ways for Incident Auto Assignment, Assignment logic can be base...
Resolved! How to display a Related List New Button and Edit Button to specific set of users/groups
I want to display related list UI action buttons to a particular groups, not for everyone. How to achieve that without access control.
Resolved! How to create a case on behalf of others
I need to know how a user can create a case on behalf of customers who are internal to organization
Knowledge Search Properties - glide.knowman.search.instant_results
What does it mean when you enable Instant search for Knowledge in ServiceNow. I have found this: glide.knowman.search.instant_results, and the only thing the help says is 'Select the check box to enable instant search for search results. The default ...
Calling specific Email Client Template from UI Action
Hello all, I have 2 email templates created for sn_customerservice_case table and would like to call one of them from UI Action and for all other cases leave original reply-for-customer-service as a default. However, using OnClick emailClientOpen(gel...
