Need use cases on CSM
Hi, We are going to implement CSM in our organization. Can anyone please help me with some use cases if you have any.
Forum Posts
Date/Time of INC Assignment and State Change
How do you create a report/metric showing the date and time an INC is first assigned to a technician. Also, to included date and time when the State field has been changed from New to any other State.
How to create a case from incident
How to create a case from incident
How to script if user is a member of a group?
The overall task is to give access to a field if the person viewing the record is the creator or a member of the assigned group. I've commented out line by line to see if I can get anything to work. Right now, this is saying if the current user is a...
Removing duplicate values from an array in service now
How to remove duplicate values from an array. 1. I am getting values from two groups 2. there few users are common for both the groups 3. I want to remove duplicate users and I need to add them into watch list field on the incident form Below is the ...
Reference variable is taking more time to load in record producer.
Hi Team, I have a variable (reference to table "customer_account") in record producer. When i am clicking on that variable its taking bit more time to fetch the data from the table. Can someone please advise what could be the possible causes and how...
Resolved! Is it possible to check how many users are accessing each page of Service Portal
Hello I want to know how many users are accessing each page of Service Portal (sp_page). Does Servicenow have a feature to check? I found the Transaction logs, but it is hard to find the desired log.https://docs.servicenow.com/bundle/madrid-platform-...
How to debug Scripted Rest Service using Script Debugger
How to debug Scripted Rest Service using Script Debugger? I have one scripted rest service and script debugger also has breakpoints, invoked script rest web service from rest api explorer and postman, getting the response but debug is stopping at bre...
Resolved! Field Service - Dispatch Queue
Hi, Is it possible to disable the dispatch queue in Field Service Management and allow anybody to assign a work task to a Field Agent? I see you can disable the Qualifying requirement but also customer does not use a queue for dispatching agents, the...
Resolved! Case Escalation SLA's
Hi Can someone clarify how the OOB Case Escalation SLA's work. Using the "Escalated case response - 4 hours" SLA definition as an example, is there actually any relationship between the 4 hour duration and the case ticket? The documentation states: ...
com.glide.sys.TransactionCancelledException: Transaction cancelled: maximum execution time exceeded.
Hi Team, When i click on Reports on portal in test and UAT environment, below is the error i am getting. In Dev environment it is working fine. Can someone assist the possible causes of this issue?
Field Services - Assigning 2 or more Work Order Tasks to an individual at one time
Is there a way of assigning 2 or more Work Order Tasks to a single engineer when both WOT have similar or overlapping times?
Resolved! Targeted Communications - Recipient List
Hi We need to sent out a publication via targeted communications that wil involve a subset our our active contacts. It's not possible to select contactg using the condition builder as there is some manual decions to made so we need to upload a templa...
Resolved! Execute operation on API 'AssessmentCreation.conditionTrigger' From Scope Application was denied
I am working on Scoped Application of Customer Services and I tried to create a survey to be sent to the customer after the case has been closed. But I got the following error when the trigger condition is fired. Execute operation on API 'Assessme...
Resolved! How do i concatenate address using business rule.
Hi Team, I have a requirement to concatenate few fields into a string field and i am not sure how i can achieve this. The address field should be concatenated as below. DEUTSCHE BANKTechnik Niederlassung WestField Operations Mobile (T-MRF)Detmolder S...
