Resolved! why client script gets executed first than UI Policy?
why client script gets executed first than UI Policy?
Forum Posts
Resolved! Quick way to log and close Service Requests
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...
Resolved! Difference between a case and incident?
Hi Developers, Can someone help me understand what is difference between case and incident ? or explain in brief about difference between CSM and ITSM like when to chose these options Thanks and Regards, Zakir
My workspace is showing "You do not have permission to view this data. Contact your ServiceNow administrator for more information"
When I open my workspace using this link https://dev50047.service-now.com/now/workspace/agent/home My workspace was showing like error "You do not have permission to view this data. Contact your ServiceNow administrator for more information." please...
Resolved! Why is that we have 2 different tables for Consumer and Customer?
We have a case where a user who is sometime a Consumer and sometimes he acts as the customer. Can i use only the customer forms or is there a need to use the consumer tables too. If i go ahead and using on the Customer table what is that i will miss ...
User vs Contact
What is the impact of making all "sys_users" "contacts"
Download or Export Reports from Service Portal
I am using the reporting widget in our Service Portal to display several reports. I'd like to enable the ability to download or export these reports to PDF/PNG. Is there a way to do this with the OOTB widget?
Resolved! How to hide Annotation Line on Form load.
Hi All, I wanted to hide the Annotation(Line separator) for some specific condition. I have written the below code in UI policy, but still getting the Line: In Execute if true: function onCondition() { my_annotation.style.display = 'block'; } The o...
Reports on tickets to track how much time spent on a case by each assignment group or assigned to.
Hi Team, Need an help to understand how to implement the below functionality. So the requirement is "to track how much time spent on a case by each assignment group or assigned to for a specific ticket'. Regards, Alok sahu
Resolved! Copy comments between Incident and Case
Hi Why: We want all customer interaction to happen through the related Case record.How: Business Rule on both the Incident and Case table (also tried on the task table, with same issue).Issue: The code works, but since it is generating a loop on the ...
Part of the query on u_sam_incident has been ignored because of read security rules on u_sam_incident.account
Hi All, I am getting below error when an end user tries to query the list view on service portal, but when he tries to access the list view on itil view, he is able to see the list of records. ERROR MSG: "Part of the query on u_sam_incident has been ...
How to create cancel request button on the service portal?
I need to add cancel request button on the portal so that when a user click on it, it cancels the REQ Item and go to cancelled state. Can someone help me with code? Thanks in advance
Resolved! How do I change/update the Agent Workspace Tab text?
We would like to update the text content displayed in the tab of a case opened in Agent Workspace to show a more defining string. In the attached image, all tabs relating to cases show their Case Number, we want to customize this with another field. ...
A Ui Macro icon not appearing for a custom field (added in workspace view through form layout) in CSM Workspace interface.
Hi, I have a custom view for case form which contains custom fields, since the invent of Madrid, I have to put my custom fields in Workspace view to make appear in Agent Worspace interface. Custom fields are not appearing but there's an icon associa...
SLA on case and incident
Hi, I have a question regarding SLAs, and working on cases and incidents. We want to use CSM with ITSM, but are not sure how to handle SLAs when an incident gets created from a case. Let's say we have a resolution SLA of 4 hours. This is attached to...
