Hi Community, I have created a custom choice for state field on incident form. All choices are showing except this one on incident form.I can see this custom choice on list view and also this is selectable on list view. I am able to see this custom c...
I created a new business rule so that if a ticket is resolved and the user responds, it moves the ticket to "in progress" so we can more easily find those that should be reopened. It is conflicting with another business rule that moves the resolutio...
Hi Everybody,What are the steps/best practices to migrate tickets data from ServiceDesk plus(Manage Engine) to Servicenow including conversations.
My organization uses the ability to send an email from a ticket rather extensively. (Screenshot below) However, this causes issues as the update in the email is not captured as a comment. So when clients receive automated email updates with the co...
I have created a field "Requested for" and when it is selected ,it auto-populates "Department" and "Manager".Also, have created another field - "members" and it should show all the users which have both same department and same manager as requested f...
Hi All, I have created a custom scope in which I have created two tables- SDRequests and SDTasks.Requirement : Once a request is submitted through the portal, the form-level variables must be automatically populated in to a customized template and at...
Hello, I used the following background to change a request state var SOURCE_REQUESTS =['REQ0010027']; var requestGR = new GlideRecord('sc_request');requestGR.addQuery('number' , 'IN' , SOURCE_REQUESTS);requestGR.setValue('state' , 3);requestGR.setVal...
Hello Team, I have a requirement when we resolve the incident then it will check the L2/L3 group and if it founds then autopoulate the closed codes with some hardcoded value and update closed notes with last comments, if group is L2/L3 and user puts ...
Hi Team, We have a requirement to hide 'Reject' choice item from Approver Related list ,how can we do it .I tried with Oncell Edit client script , However it is not working as it is a related list. Can some one please assist on this
What is Incident?
Hi, Consider "Short description" field of incident. I want to run transform map with a coalesce turned on for "Number" Field. There's one additional requirement though, my transform map should update the short description field for an incident record...
Hi All, Close Complete OOB UI Action in wm_task table is working smoothly for all the authorized users in default view.But when we change the view, the Close Complete UI action is not working, it is giving following error in console. Uncaught Referen...
Hello, I created 4 check boxes in my catalog item 1. A 2. B 3. C 4. D 1.when you check ' A ' then ' C ' should be automatically selected or checked and ' D' checkbox should be hidden.2.when you unchecked ' A ' then ' C ' should be automatically un...
how to hide a 'cancelled' incident state option for all other users and show it only for a process specialist team in incident form, i have written a display business rule and a onload client script but whats happening is that when i impersonate pro...
Hi, I want to calculate total time for which incident is on "In Progress" state how can I do it.I tried it with metric but it is creating seperate record if state changes from to another.
