Inquiry about Servicenow Report calculation field
Do we have a field that calculate the time difference between two fields. Can you please explain. Thanks in advance
Forum Posts
Resolution
We have noticed that when I closed the SCTASK (SCTASKxxxx), the corresponding RITM (RITM0xxxx) did not close as expected.
ServiceNow Inquiry
I would like to verify if that is the expected behavior of ServiceNow that the ticket will not set to In progress if got email from the user via email functionality?
ServiceNow Inquiry
Hello Team,We've noticed that the ticket status remains set to 'Pending' even when the user replies using the email functionality in ServiceNow. Is there any indicator in the Service Desk dashboard that allows us to check if the user has responded to...
Need to reverse My task list on ECS portal
Hello everyone!I have a requirement to reverse list of showing below. Right now this is showing oldest completed record first. If anyone has worked on this or has any ideas on how to implement it, please let me know. Thanks in advance!
User not able to download the link attachments on the catalog form.
Hi,We are facing an issue where the user is not able to download the attachments on the catalog forms link. And same he is able to download on other lower environments with no other roles or groups access. The attachment is is coming from the sys_att...
Issue with submit button and required fields- Employee Center
Hi,I'm facing a weird issue with the submit button in catalog item and record producer.As you know, catalog item and record producer, in employee center, comes with same id( id=sc_cat_item). As both have same widget and code under the widget but this...
Resolved! How to prefill variables of a record producer
Hi All,The requirement is when a Request is closed and the email is sent, we need to provide an option(button) in the email to the requestor to create an incident from the esc portal via a custom record producer, link the request in the incident(pre-...
Case deflection metrics
What are the best ways to measure case deflection? We are looking at self-solve rate but I'm sure there may be more detailed angles to look at this, to help inform how we can amp up our self-solve opportunities.
Avoid 'Thank you' comments from reopening cases?
Hi all! I'm wondering if you have a creative solution to resolve for kind employees replying to closed cases with 'thank you' (or some variation of that) from reopening the case? [No pun tended...] thank you for your help!
Can I use a modal dialog (pop up window) in employee center?
Hi guys, i ve been working on the employee center and i have a problem with my page. I am working with the Data Table widget (clone), which helps me to show the assets that are assigned to me. When I click on a record, a new page in employee center...
Distinguish Requests from Articles
We received some user feedback that it isn't easy to quickly discern an article from a request form. We are using different icons for this, and follow naming conventions for each to help - however are there other opportunities to solve for this worth...
Tipping point for ServiceNow becoming a SOX system?
We are young in our ServiceNow maturity (1.5 years) and starting to receive use cases that could cross the line in ServiceNow needing to become a SOX system. What judgment or threshold did you use in determining when to make the jump? Do you have any...
When to create a custom dashboard?
We receive ad-hoc requests from teams to visualize their data (primarily regarding case) in different ways. We try to lean on our standard dashboard, but have made exceptions in crafting team-specific dashboards. I believe there is a balance we need ...
Searching within Virtual Agent compared to Service Portal
Hello!We have been live with using Virtual Agent (Charlie) for HRSD for several years now. We started out with 4 topics and are slowly expanding the number of published topics based on search terms our Caregivers are searching for when using Charlie....
