Hi All, Good Day! I was looking for a solution in ServiceNow where I have to route cases/incidents to an assignment group and whoever is an available agent from Group then assigns cases to that agent's. I have read ServiceNow documents and communiti...
Hi All, We have a default system generated email to be sent to the customer as soon as a ticket is created. Now if we look at First Response Time metrics , for all tickets it shows met as the system generated email is being considered as first respon...
Difference between customer and partner account with a best example
Hi all,I need to know how to modify the list layout displayed in CSM Configurable Workspace (no Agent Workspace) when user drill-down in one of the reports shown in landing page: This layout does not match with layout configured in any of the views...
Hello, I'm currently working on an email domain migration project and I'm looking into how I can change all the users on ServiceNow in bulk. I have searched around for a way to bulk update users but I cannot find anything. Before I go ahead and chang...
We have about a number of duplicate CIs which we set on "Archived" status to know that they are duplicate and we want to delete them. Using a background script I want to delete these duplicate CIs meeting the following conditions:1. Status is Archive...
Requirement: I've to query a table in SNOW, where multiple records records are available with same name(case sensitive). How can I query specific record using glide record query.
Hi All, I am looking for the "Assignee to Me" UI Action in the Request form in Agent Workspace. I see this UI action is available for Incident/Change and Problem OOTB for the agent workspace. However, its missing for the request form so that I could...
Hi, We are using confirm box on one of our UI Action and portal widget, now we are looking if we have any way to update the OK and CANCEL buttons to YES and NO. Regards, Prudhvi
Hi, I have created a scoped case type in standard UI and its working perfectly fine in standard ui. I want same case type to be available while creating case from agent workspace. content from doc site: "Customer service agents can use the case types...
Have an occasionally reported issue with inbound e-mail processing and updating cases, and was able to track down a specific example. In this case there has been back and forth communication with a client on a case. Some of the communication with t...
Hello, I want to create a UI Action and pass the value to UI Page processing page. I created UI Action and UI Page but able to get the parameters to processing script. UI Action UI Page Processing Script Please suggest the way to get the values to...
I accidentally deleted a test that I wrote in ATF. Is there a way, I can restore the test back. I used deleted_Records and searched for "*atf", but when tried to recover - I got error Error Message Syntax Error or Access Rule Violation detected by ...
why client script gets executed first than UI Policy?
I am looking to see if anyone has a quick way to log service requests as an agent and close. A specific example being for password resets. We want to be able to log these as service requests quickly without generating tasks. On reviewing how other bu...
