Hello All, I am looking for some help on reports to show % of Met MTTA, MTTR and MTTI in Bar charts. Current Behavior: We are able to achieve the percentages as below. It is with respect to P1,P2,P3 and P4 priorities in each tab.For each priority, we...
Hello We have requirement where few catalog item should be hidden for Netherlands user, so I have created one user criteria and wrote a script which is below it worked at that time but next day when I impersonate the same person who belong to Netherl...
I'm looking for a way to grab the "route" incidents have taken. This would be highlighting every time that an incident touches an assignment group, not just where it starts and ends but everything in between also. for example 10 assignment group At t...
Hi ,Greetings!!Experiencing an issue where one user not receiving email notifications for tickets generated from specific table,despite successful ticket creation,user able to receive emails for records from other tables and all group are receiving...
Hi, We want to set up sentiment analysis for CSM. However when we try to train the task intelligence model it just gets stuck on 97% ? Its happened on our temporary instance and the training has ran for a number of days, we have also tried training o...
How to fetch below value from the HTML in inbound action: Description: This is the description field for the incident Note: I am able to read the values of other fields except the above one. How to fetch <html> <head> <meta http-equiv="Content-T...
Hi Team, I have created a metric definition for a custom field NextAction in servicenow. For a Case number it can have multiple records. If you see the below screenshot with Column Duration.I want to extract sum of values , which have different uni...
In our workspace, we have a tab Responsibilities contact, this is fully configured using UI builder., We added a list component for this tab and used data binding and we get the contact and account from the case record and fetch the relevant Responsi...
What is bi-directional account relationships in ServiceNow CSM? I am new to CSM & hance trying to figure out what is means?So we have account-account relationship & account-partner relationship . Why ? What is the use case?What is the real world scen...
Hello everyone!I learned Integration with Event management (URL below). But I Cannot find any success stories about it. Do you know some success stories? Show me with the URL or picture would be nice.https://www.servicenow.com/docs/bundle/vancouver-c...
Hi All / @Runjay Patel ,Could you please help me for real time business use cases for CSM model?
Hi Everyone, What is the best method to automate adding the senders email and emails in the CC to the watch list of a ticket?Example, an external user emails in to open a ticket and has other emails in the CC.I want these email addresses to immediate...
Hi,I have created two new case types and also created service definitions as well. But when I try to create a case from Interaction form on the CSM/FSM Configurable workspace, I'm not getting any popup window to select the case type to create a case....
Hi, some users are encountering the error message: "You do not have sufficient privileges to access this knowledge item" when attempting to open a knowledge article that is set to be accessible to all users. Troubleshooting Steps Taken: Verified that...
Hi Team, I really want to learn ITOM module and with ITOM module I also want to learn other related modules like service mapping and other modules, I dont know from where I should start can anyone help me in this?? Thank You,Regards
