I am responsible to manage the SLAs for L2 teams and have been seeing a huge inflow of incidents in the past 3 months. On analysing i found that more than half the volume of incidents are L1 incidents that incorrectly come to my team. My team gives t...
How can I display only the agents first name in an anonymous chat window?
Hello, i want to know if there is a way to make mandatory a comment when a customer click on reject solution button. I need because OOTB a customer can reject a CASE resolution without explaining why he is rejetcing the case resolution.I asked some d...
Can anyone explain the use of Inherited checkbox in Client Script>
Hi We already have companies set up in SN but we are starting to look at Customer Service Management and I am looking for a way to convert companies to accounts? Most of the information appears to be shared but for companies that already exist ther...
I wrote client script to make some fields readonly if it is mobile view. When i tested it on desktop by setting the mobile view it is working fine but when i tested it after connecting to the instance on mobile(handset). it is still showing as editab...
Hello, I have created a catalog item in our Dev instance that references a table that I created using an import set. The catalog item works well in the Dev instance so I am attempting to move it to our Test instance. When I preview the update set in ...
I'm new to the system and we have Enterprise subscription to ServiceNow. What is the best practice for asset location fields? The default instance only has Location and Address fields but we would like to have Campus, Building and Room fields and the...
Hi All, when i try to create a "Contact" using Case User by clicking on the NEW uiaction I get "Not Authorized" error. I have checked the ACLs with respect to the contact table and case user has all the required roles. What should be the next ...
I have created a catalog item using maintain items. One of the variables is 'If a single property, which property is the request for?'. The variable name is location. I tried mapping it using : gr.requested_for.location = current.variable.location;
Is it possible to make two different UI actions which put different values in the TO field on the Case email client? I know that there is one email client template per table, but I have attempted to work around this by creating a UI action which sets...
Want to change the My Requests widget to look at requested Item, as they have more information then the requests for the end users.
How can I grab the active directory user ID to create their account in SN the first time they visit WITHOUT having to type it in first? As it is now, when someone goes to an instance for the first time, they must provide their AD user ID and then SN ...
Hi community,I am setting up some functionalities in Field Services application using geolocation and maps. It is working well for tracking agents location, show markers on map and the other OOB functions related to Field Services and Google Maps. Bu...
I am looking to hide and unhide a bit of text on a service portal widget. I have already placed the text in a span with an ID in the HTML and i have the CSS related visibility set. However I can't seem to find a way to effect this CSS with the server...
