Hi everyone,I have a question regarding SLA behavior in ServiceNow when an incident is resolved and then reopened.Let’s consider a scenario:An incident is created, and an SLA (for example, 1 hour) is applied. The issue gets resolved within that time,...
I have a question regarding the Stop Condition in SLA within ServiceNow and would like to understand its actual purpose and usage.As per my understanding, the stop condition defines when an SLA should end (for example, when an incident is resolved or...
I have a requirement, where user requested to pause the sla on sc_task tickets when it is moved to closed complete state until 7 days from closed at time. After 7 days from closed at time it should complete the sla which is running. if in case user r...
Hi All, I want to export incident table data to MID Server and I have created a export set and definition for that. I have some date/time fields for ex, "opened_at". I want to change the format in the excel sheet to "yyyy-mm-dd HH:mm:ss.SSSSSS". Coul...
Hello,I have a requirement where we need to prevent the records which are getting deleted by the auto flush rule, I don't want to modify the auto flush rule. I just want to prevent the records which are getting deleted though auto flush rule or any o...
While creating a incident communication plan from major incident, how is the status being set to 'Approved' by default, is it using any OOB business rule? Just want to make the status to 'Open'. Can i know from where it is set to Approved, rather tha...
I have a Service Catalog Item where users can request to enable VIP flag for a user. RequirementBefore the catalog form is submitted:Check if the Requested for user is already marked as VIPIf yes:Show a clear, user‑friendly message (preferably with t...
Issue:VM "HPG0000009499" is related to service, in svc_ci_assoc table, but corresponding server "hpg0000009499" is not. Analysis:1) VM "HPG0000009499" is discovered correctly, and it has all the tags required for tag-based mapping. i.e. application...
Hello everyone, I would like to share a practical use case that we recently implemented in ServiceNow: hiding the Announcements, Quick Links, and Upcoming sections from the Service Operations Workspace home page for a specific group. Implementation ...
Hi everyone, I’ve created my first OnLoad client script for the Incident table that sets the Assignment Group to a specific value. I also have an OnChange client script tied to the Assignment Group field. In Workspace, I’ve noticed that my OnChange s...
HI Everyone, I have a scenario, where i have to pick a PGP encrypted file from SFTP server, then decrypt the PGP file and send back to ServiceNow . The file contains data related to HR.Please do help me on this. Thank You, Nandini
I am working in UI Builder and want to customize the SC Task record page so that it displays two different UI experiences based on the user’s role. I am working in UI Builder and want to customize the SC Task record page so that it displays two diffe...
When a policy is published, the system shall continue to automatically generate a corresponding Knowledge article in the kb_knowledge table when the Knowledge category is set to Policy. If the category is not set to Policy, the Knowledge article shal...
How do you allow a non-ITIL user to view all incidents, restrict confidential incidents to an elevated role using a table-level ACL, and switch their view from Self-Service to Service Desk?
The requirement is that - full email history to transfer with an HR case when it is reassigned or recategorized (transferred), so that all communications related to the case remain visible, accurate, and centralized in one record. I am trying to cons...
