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How can I see an Incident's parent case?

Looking at an Incident that was created from a customer service case we need to see what case created the incident.The person working on an incident needs to see the full case history to understand the symptoms reported by the customer and to be able...

alrescate by Tera Contributor
  • 944 Views
  • 2 replies
  • 0 helpfuls

Resolved! Case Response SLA

Hi, I'm trying to understand the built-in Response SLAs for Cases. The stop condition on the SLA is 'Case Acknowledged' = True.   Can you please advise when Case Acknowledged is triggered, e.g. what conditions is it looking for? And are they changeab...

GD by Kilo Explorer
  • 1572 Views
  • 5 replies
  • 0 helpfuls

Resolved! Parse Nested Array

Hi all, I am storing the Array in below format. I need Line Id value from each object. [ {'Quantity': '4','Parent':'OR00001','Sku':'Test1','Line Id':'3.00'}, {'Quantity': '5','Parent': 'OR00001','Sku': 'Test2','Line Id': '2.00'} ] please help how to ...

How can I trigger survey notification in Case table?

Hi All, I have a requirement to send survey whenever a case gets solved. I have a problem on trigger condition user field. The documentation states that the user field must reference to the sys_user table but none of the fields reference to the sys_u...

display SLA timer in csm case list view

I have some users who would like to see the remaining SLA time when viewing a queue or list of unassigned cases in the agent UI. San Diego added an SLA timer: https://docs.servicenow.com/en-US/bundle/sandiego-it-service-management/page/product/servic...

david631 by Giga Expert
  • 1096 Views
  • 4 replies
  • 4 helpfuls

how can i remove tabs from manager workspace

hi we want to delete remove tab from schedule module in manager workspace.   and i also want to know how can i create records in overview and active assessment tabs  .   can any one help on these things Thanks in advance   Regards, Haritha   

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haritha23 by Tera Contributor
  • 1400 Views
  • 3 replies
  • 1 helpfuls