Hi everyone, We have a requirement to allow only members of the assignment group to edit the cases. If he/she is not a member of the assignment group, they should not be able to edit it. I have written a before update business rule to achieve this. I...
How to prepare reports for the following:1. MTTR (Mean Time To Repair)2. TTR (Time to resolution)3. Total time taken to closefor the incident table. Please help me.
Hi Team,We have third party tool, team wants a URL they can use to insert a incident record in our instance. That URL should allow them to pass a variable, the phone number, using phone number I need to updated the requested for field so that Service...
Hello, I've been working with a customer on their email notifications and I noticed that when a user creates an incident and they receive the "We received your request" email the view the request icon/link on the email template does not take the user...
Hi Team,I have created account on SNOW developer site. I just need a test SNOW instance where I can test incident creation via REST API. I just see ways to create apps but not anything related to SNOW ITSM module for incident creation. Can someone pl...
Hello All, Through CSPM alerts incident gets created in servicenow .Now the requirement is how to navigate this particular incident from caller 'Dome9' to particular assignment group named as 'IT-Security". Please help me in achieving this requiremen...
I have a user who is unable to add a group to a tag from the incident list view. Does any one know why they would be unable to do this? I had her edit that tag to open it to groups and she isn't able to.
Dont know if this is the right place to post this. But I have an Agent Workspace, and i want to be able to use an existing UI Action, which is possible to choose when opening a record, for example a STA or RIT. For example this UI Action called "Co...
It started as a request to expose the name of the Knowledge Base of suggested articles in Related Search Results on the Incident form. I accomplished this by toggling system property com.snc.contextual_search.widget.form.show_meta_data to true.Now, t...
Hello all ,We can not directly trigger event using client script but we can do this by making Ajax call .I'm sharing here a simple scenario to help us understand this concept easily. Use case :On an incident form, when a user changes the "Assigned To...
We have employees who live and physically work from India (or other parts of the world), but they work hours that coincide with their staff peers based in USA Central Time (example: 8:00 AM - 5:00 PM CT). When one of these individuals opens an Incide...
ServiceNow's GlideEventManager() is not processing in scoped application, we need an alternative or a solution to make it work.As you can see in the below code which is been run in scope and EventManager is showing invalid object in scoped.
Hello experts, In flow designer, we have look up records, and there we add certain conditions. Suppose we have a encoded query in the subflow input, is there a way we can use that encoded query and use that in the look up records action?
Is there a way for regular ServiceNow instance users (without ITSM license) to create and submit an incident ticket of just the fields Short Description, Description, and a file attachment through form submission?Can this be done through a portal pag...
Hi All, I would like to ask how can i create report on the duration/time worked on a incident task for a certain support group only. The scenario would be as follow: User submit a ticket for a certain issues(e.g network issue) , a support staff picks...
