1) The Caller field in the Incident form should be populated with the logged in User Name. This Should be achieved without using a client script. 2) On Incident Form, When clicking on the magnifying glass beside the Configuration field, only the Conf

[_kambhammuthyal]

1. 1) The Caller field in the Incident form should be populated with the logged in User Name. This Should be achieved without using a client script.
2. 2) On Incident Form, When clicking on the magnifying glass beside the Configuration field, only the Configuration items with Class Computer should be listed.
3. 3) Create two groups 'Group A' and 'Group B'.
4. 4) Create separate SLA for Incidents assigned to Group A and Group B.
5. 5) SLA should start when the Incident is in New state and must be completed when the Incident is in Closed state.
6. 6) Once an Incident is created for Group A and after the SLA starts, if the Incident is moved to Group B, the SLA for Group A should pause and Group B's SLA should start and vice-versa.

[ghsrikanth]

For the first requirement -

In the dictionary entry of the field

check the default value section and input gs.getUserID() - this will automatically populates the logged in user in the field

For the second, use reference qualifier in the configuration item field in dictionary entry of the field, select dynamic and write sys_class_name = "cmdb_ci_computer"

Reference Qualifiers - ServiceNow Wiki

For the rest, please try to implement the SLAs and if you face any issue, please post the issue and we will for sure will help you.

Defining an SLA - ServiceNow Wiki  

Mark if it is helpful

[anupama8]

1. You can set the reference qualifier for the "caller" field. If the field is specific to Incident table then you can easily set the reference qualifier. (Configure Dictionary-->Default value tab-->gs.getUserID())

If the field is from task table then you need to override dictionary.

Dictionary Overrides - ServiceNow Wiki

Reference Qualifiers - ServiceNow Wiki

2. Same thing you have to do for Configuration item field. Modify the reference qualifier.

3,4,5,6.   Refer   the wiki article for SLA creation:

Service Level Agreements - ServiceNow Wiki

Defining an SLA - ServiceNow Wiki

Getting Started with SLAs - ServiceNow Wiki

Modifying SLA Condition Rules - ServiceNow Wiki

Defining a Schedule for an SLA - ServiceNow Wiki

PS: Hit like, Helpful or Correct depending on the impact of the response.

[vipinmathew]

Hi Kambham Muthyalamma,

just follow the steps.. u just need to configure the caller dictionary in incident form..

Pls refer the above screenshots .. if it is useful and correct pls mark it as useful and correct

Thanks

Vipin Mathew