Hi, We receive ticket mentioning the C or D drive failure or any drive issue as incidents and sometimes we end up ordering a new drive - in these cases, the SLA gets breached as AWAITING VENDOR on HOLD state doesnt pause the SLA timer. How can this s...
I recently worked through an incident-routing problem that started as what looked like a straightforward Assignment Rule issue and ended up raising a more interesting ServiceNow design question: How far should we push declarative Assignment Rule cond...
Hi Community,I am investigating an Incident that was updated directly from New (state 1) to Closed (state 7) without passing through Resolved (state 6).The Incident was also closed without Close Code and Close Notes.Based on the audit and transaction...
I wrote a after insert BR on incident table in which i want to delete a record of Table. (function executeRule(current, previous /*null when async*/) { var gr = new GlideRecord("x_1981567_peak_de_iceing"); gr.addQuery('number',"DE-0001019"); ...
Could you please help I would also like to enable the access analyzer to work on these tables, allowing to evaluate user criteria on incident management on this tool to facilitate debugging of availability of categories.
I have created an ATF which continues to fail at the "Submit Record Producer" step. Reviewing the results, I see a record was produced via the screenshot in the results. However, the ATF shows the step has failed (ATF Submit Record Producer Failure...
I have a requirement where the support schedule is Monday to Friday, 6:00 AM to 4:00 PM, and Saturday to Sunday, 8:00 AM to 4:00 PM.For Priority 3, the SLA target is 2 business days, and for Priority 4, the SLA target is 5 business days.Which SLA Dur...
I have added the incident variable editor(formatter ) in one section of my incident form for the sow view.Now if the incident is created from record producer then the variables are showing in the variables section that is fine.But if the record is cr...
Report is not generating in French in sys_report_template table getting error like "it is not possible to generate this report" after changing the language preference to French , in English it's generating successfully.
Hi everyone,I'm trying to build a custom metric in ServiceNow to measure the following KPI:Average time from Incident creation until the Incident is assigned to an analyst (Assigned To field).Specifically, I want to calculate how long an Incident rem...
Hi All, I have a question is there any way we can " Not available for" in "sn_ex_sp_quick_link" table same as external link. Basically I have so many criteria's to add for quick link instead of adding many I can add only few in Not Available for sa...
The goal is to automate the transfer of specific data points from an Interaction (IM) record to both the Request (REQ) and its related Requested Item (RITM) when a Service Desk agent creates a request from the Agent Workspace / Service Operations Wor...
Hello Everyone.I have created a Inbound action for Incident table, the requirement is when a user send a mail directly to our ServiceNow email address for example a user send mail to this address xyz@servicenow.com containing the incident number in ...
Hello, I've created a new Incident Type called Vulnerability Tracing. I've added a State called Triage. The ask is that Triage is the default State when Incident Type of Vulnerability Tracing is selected. I've created a Business Rule for this howev...
Hello team, can you please help me? I got inducted and they have asked me to create incidents automatically when integration fails. I am at a loss how to begin. Please help me. My experience is less.
