Associate existing similar cases with Incident

When alert is encountered due to outage then alert generate a incident. How can we find out cases those are created by customers for this outage issues and associate related cases on incident

Removing Duplicates from SNOW Incident_SLA report

I'm looking to remove duplicate incidents from an Incident_SLA report.  The criteria is for priority 1 incidents for last month, and my report is showing a priority 1 incident twice.  I'm assuming it is because it was downgraded to a P3, then put bac...

User criteria restriction Knowledge article visibility

Hi All,User belongs to the benefit group should not see the KB articles of the Payroll and in the same way user belongs to the payroll group should not see the KB articles of the benefits.In order to meet this requirement, we have created custom role...

Variable and variable set strategy for external portal

Looking at usage of variables and variable sets as part of building catalog items, has anyone who has experience of using these come up with a sensible strategy of usage? We currently have over 8,000 individual variables and over 50 Variable sets. Ou...

External fsm agents are not able to access Sericenow instance

Hi All,We are implementing FSM from scratch in our environment, so i have installed the plugins and I have created a test user with "wm_ext_manager" role in my client's environment, but when i am impersonating with this user i am not able to access s...

Unable to end impersonating from a user

After impersonating a user when trying to disconnect it will not disconnect cleanly.After disconnecting the options are only to impersonate another user. 

when i see a incident in SOW view Caller information is not showing on the Record information card.

Hi Team,I want to have the Caller name on the Caller Record Information card in the SOW interface , it is showing the " Requested for" so that it is consistent with the rest of the platform. under the caller , requested for user name is displaying , ...

Create a pop-up page on Flow Designer

Hello,I want to create a pop-up page for my flow designer. However, I am still unfamiliar to different action options. So, I was wondering how I can create it?

Lookup and Verify not Appearing Configuring Contextual Side Panel in CSM workspace

filter field choices after saving

Hello, I have this script which works correctly with just one issue : after saving the record, changing the field's value doesn't change the choices anymore !! would you have a solution or  an alternative approach ? than you function onChange(control...

GlideAjax.getXMLWait

Hi All,I am facing a issue where when i run my onchange client script with calling function from script include , but using getXMLAnswer i am finding this error in the consoleBut in the on change client script i am not using GlideAjax.getXMLWait plea...

Show a Popup when clicking on Recommendations in CSM workspace

Hello All,I am working on a CSM workspace, and in the right sidebar, we have a recommendations section. When I click on a recommendation for a case that has defined suggestions, it displays some text, that text is clickable and a hyperlink. Currently...

Configure Dropdown and redirect to contact form when selecting choices from dropdown in UI builder

I have to add dropdown choices such as Add and Delete ,if we selects one of option it should display a contact creation form which is Service catalog item and same for Delete action.Please suggests me how can i redirect from dropdown selection to a c...

Workspace script for UI action not working

I am working on a workspace where I have created a custom table with one field. Field is a lookup number. What I wanted to achieve is, if a user enters a number and clicks the Lookup search button then my script would search for that number in contac...