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SNPI - Agile Planning

I was doing the simulator tasks and stuck at the place where it is asking me to assign all HHD Stories to the Application Development theme and HHD Application Development epic?.  I have done it all but still facing the same error. Not sure how to pr...

FaheemAli by Tera Contributor
  • 1052 Views
  • 3 replies
  • 0 helpfuls

Resolved! Transferring a Case now shows 'Case Reopened' Work note - Why?

We recently upgraded to New York version. When we use the transfer function, the "new" case now has a work note added automatically that says the case has been reopened by the person using the transfer function. Why is that? What's the purpose of thi...

Activity execution order

Hi!In a Lifecycle, I have an Activity Set with 5 activities.Each activity has a different audience.I need activities 2, 3, 4, and 5 to start simultaneously only after the first one be completed.I thought about using a container, but since each activi...

Reminder in HR Agent Workspace

Hi Team.I have a question regarding the "bell" location/ functionality from a client as below.Remarks from the client:The bell is great however it’s a bit small and it might be ignored, can that bell be located in the main home screen page where we h...

AB06 by Tera Contributor
  • 532 Views
  • 3 replies
  • 1 helpfuls

Round Robin auto assignment for HRSD

We are looking into options to help stop the "cherry picking" of cases as they come into the queue, such as a round robin auto-assignment option. Has anyone done something that is working well for you? We prefer not to customize something if possible...

CourtneyG by Tera Contributor
  • 632 Views
  • 3 replies
  • 0 helpfuls

Can't skip Awaiting Acceptance

In HRSD, I need to have the ability to skip 'Awaiting Acceptance' when Guest is the opened_for.  I cannot use the setting at the Service level to control this I've tried attacking this multiple ways and am getting nowhere.Everything I have read said ...

Shane J by Tera Guru
  • 772 Views
  • 3 replies
  • 2 helpfuls

Response Template formatting

Hello !I would like to have some feedback regarding response templates that we are currently using through the compose email function. When I configure the template in the back end, i set up my police to be Arial 10 and i did some insert of images et...

biancarp by Giga Contributor
  • 529 Views
  • 1 replies
  • 0 helpfuls

I have HRSD related questions

Hi Team,I am preparing for HRSD, Below are the few Questions I am getting different different answers by different sites.So could anyone help me on these questions:1. if you had little coding experience and were tasked with adding new pages to the cu...

HR Category Refinement Best Practice

Hi All, Bit of background, I'm a Servicenow Admin hired by HR to help with them replatforming from legacy HR to the most recent HRSD PRO with a vendor. Over the last years 10 years they have 3 levels of category in all their cases with hundred of cat...

pokai by Tera Contributor
  • 223 Views
  • 1 replies
  • 0 helpfuls