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Jira Integration : Issue in Handling/Fetching Comments JSON

Hello Everyone,I have integrated JIRA with ServiceNow for a bulk data import.While fetching comments for each issue, I’m able to dot-walk up to the content and successfully log the values — the data is being retrieved as expected.However, when I try ...

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mdshahvez11 by Tera Contributor
  • 361 Views
  • 1 replies
  • 0 helpfuls

How to create custom sn_customerservice_agent rol without CMDB access

Hi! Our agents are using sn_customerservice_agent role so they can create interaction, request and incidents as a 3rd person but, we need to limit their access so they can't access to the CMDB tables. I tried to "duplicate" the sn_customerservice_age...

Tona26 by Tera Contributor
  • 297 Views
  • 2 replies
  • 0 helpfuls

Resolved! How to block CMDB Workspace

Hi everyone! Our agents uses ITIL role for their activities at the CSM Workspace but, we need to block them the access to all related to CMDB. I've created some ACL blocking cmdb tables (cmdb_ci_server and so...) but they can still see the CMDB works...

Tona26 by Tera Contributor
  • 343 Views
  • 2 replies
  • 0 helpfuls

Personalized Signature Block

I'm trying to figure out how to add a personalized signature block to my case updates in the Service Operations Workspace "compose" feature .It needs to be based on a user who is logged in, rather than the organization appearing to send the email  Is...

TimothyPoV by Tera Contributor
  • 551 Views
  • 2 replies
  • 0 helpfuls

How to fetch the filed values in the form

Hi,Am new snow development.I created the  fields Fname, Lname, mail id, address and  users( with choices 1,2,3). I want to see the related  Fname, Lname, mail id, address  values automatically when select the user values like 1,2,3. kindly suggest ho...

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pradeep01ti by Giga Contributor
  • 252 Views
  • 1 replies
  • 0 helpfuls

Refer back button in approval widget

we need to add "Refer Back" button apart from "Approve" and "Reject" button in approval widget.this button should be visible for users with role "cpl" and "tpl". And this button will just change the status of approval record to "more" with comments u...

Hafsa1 by Mega Sage
  • 354 Views
  • 3 replies
  • 0 helpfuls

Dynamic Email Body Based on receipient

HI All,I have a requirement where a Particular Approval Notification is sent to a Group which contains external (Customers) and Internal Users (Agents).In which we have provided a link when a customer clicks the link, they should be redirected to dif...

Email Client: How to send email on behalf of more than 1 email box

We have 3 different functions working in our ServiceNow Instance (Service delivery, Finance, Support).  Each function has its own shared email box, and we need for each group to be able to send/receive email on behalf of their specific email address....

Mundo23 by Giga Contributor
  • 212 Views
  • 1 replies
  • 0 helpfuls

CSM Configurable Workspace

 When we click an order, such as ORD0004479, it should only redirect to the order page. Instead, it currently goes to the order line item. The expectation is that it should stay only in the order table.  How can we configure that, and any one can any...

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SNOW17 by Tera Expert
  • 270 Views
  • 2 replies
  • 0 helpfuls

Close Case Script - Add Work Notes

I am writing a background script to close out a large number of cases that have been stuck in the Resolved state. The script itself is fairly straightforward — it simply closes the cases and updates a few fields such as Account, Contact, Assigned To,...

Jason116 by Tera Contributor
  • 817 Views
  • 7 replies
  • 0 helpfuls

CSM - Jira integration - SLA CALCULATION

 Hello Everyone, I'm currently working on the Jira migration and need some guidance regarding Jira to ServiceNow data migration, specifically around SLA calculations. I want to understand which date/time fields we need to extract from Jira so that we...

mdshahvez11 by Tera Contributor
  • 319 Views
  • 2 replies
  • 0 helpfuls