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Resolved! if sender is abel tuter@service now.com, create the incident ticket with contents of the email. create incident ticket to technical group with short description software issue and create another incident ticket for cmdb group with short description w

For example:- if sender is abel tuter@service now.com, create two incident tickets with contents of the email and assign to two different assignment groups. create incident ticket to 1. Technical group with short description as "software issue"     a...

roles field in user table

Hi All,There is a field called "Roles" in user table, it appears that there is no value in the field. But, when i filter like roles--is--itil, then it filtered all the users with ITIL role. How values will be copied into this field. Can we rely on th...

Venkat122 by • Kilo Guru
  • 8240 Views
  • 13 replies
  • 1 helpfuls

Add Change Variable Editor to Change Request Ticket Form

Hi, We are developing the Change Request form.  I was asked if it was possible to add the Change Variable Editor to the Change Request.  Of course, I was able to do that in the form layout, but there is a stipulation.  They do not want me to create a...

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Dazler by • Mega Sage
  • 1822 Views
  • 5 replies
  • 2 helpfuls

Resolved! Getting employee ID to fill in a read only box

Overview: I want to grab the element string of 'user_name' from the table "sys_user" based on what user is populated in the "Request For" field of a request template. Then take the 'user_name' element and put it in a read only field farther down the ...

Eli Hurst by • Kilo Contributor
  • 3027 Views
  • 44 replies
  • 2 helpfuls

Resolved! Auto Close Service Request after 7 days

Hi All,We have a custom table (u_service_request). We want all the service requests which are in Resolved state to auto-close in 7 days similar to how it happens in Incidents. How can we achieve that?

SN Rookie by • Giga Expert
  • 4056 Views
  • 6 replies
  • 1 helpfuls

Resolved! Incident field mapping with a custom field

Hi, I have created a custom field named " Type of issue:  on the incident form " string"  and then created choices ( have 12 choices).  Then I created a select box variable  on the "Create an incident" item and added the ( same 12 choices). The value...

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Thomas98 by • Tera Expert
  • 1753 Views
  • 3 replies
  • 0 helpfuls

Closed date & Closed by not populated

Hi, As per client requirement, I have created a new Dropdown "Closed Canceled". However, when the task is set to it, the Closed date & Closed by were not populated. After analysis, it was identified that in-order to update the closed date & closed by...

Resolved! Populate List Collector Variable from String Array (Service Portal)

I have a string array that I would like to pass to a list collector variable. Unfortunately it is only setting the last object in the array. How can I make it populate the entire array?     Script:  var seperate = answer.split(','); // "answer" is a...

JJG by • Kilo Guru
  • 4520 Views
  • 13 replies
  • 1 helpfuls

Email notification based on work notes

Greetings,  I would like to set up an email notification based on work notes. 1. if the opened by individual writes something into the work notes, that note would go to the assigned to individual 2. if the assigned to individual writes something into...

Tim129 by • Tera Contributor
  • 1011 Views
  • 2 replies
  • 0 helpfuls

Resolved! How to remove state "Assess" from normal change

hi experts,  I am trying to remove the "Assess" status from the normal change.I tried to change the include script (changeRequestStateModel) but no matter what I do nothing works, the state "assess " is still the next possible state.My intention is t...

Sam17 by • Kilo Contributor
  • 1341 Views
  • 1 replies
  • 3 helpfuls
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