Hello Everyone, I want to configure the SLA response and resolution for P1, but the requirement is like SLA should start based on caller's location zone like suppose if the user is in INDIA then IST , if Europe then CET like that.I have selected Tim...
Hello all,In my previous companies that used SN, in the tickets (all ticket types), under ..., Email (Compose Email), there used to be a dropdown list at the top near the paperclip to select the email template you wanted to apply. In our instance, as...
Hi I have a requirement to add a list action to resolve all selected incidents at once and need a pop up box/dialog box to fill the resolution code and resolution notes, so that resolution code and notes will be updated for all the selected records
My requirement is to configure the fields 'state' and 'On hold reason' in the incident sys pop up view.The 'on hold reason ' field should be visible only when the state is on hold. I have written an ACL for this, as UI policy and Client script wont ...
Hi experts, I have couple of queries. 1. Why messages have different avatars? (VA and now). From where we can modify those avatars to add our custom avatar icon.2. From where we can modify the help texts like "please type your request" highlighted...
If user added an attachment on RITM it should add to sctasks if there are multile tasks it should be added to them and the same way if user add on sc task that should be added on RITM.Can anyone please let me know the best practise for this without h...
We have certain notifications on incident table which will be sent to users in BCC .Is there any way that BCC list can be shown in the notifications populated in activity log ? To , subject etc are visible but not bcc list Please suggest
I am trying to hide a subcategory option from all users that are not itil if a specific category is selected. Ie. category "IT Security" is selected then subcategory "Security Exception" is hidden from the list of subcategories. I am able to do th...
By using UI policy , i'm going to find the user 'group role . if the group role is itil_admin , will make the field editable for the particular user.
I'm trying to get the Priority 1 and Priority 2 incidents reports month wide, but getting empty column. Please help. Thanks in advance.
Not sure if I chose the right board but here it goes: I am new to working with anything xMatters so bear with me.I want to trigger a notification on a custom table I made that extends the task table. I found this: https://help.xmatters.com/integratio...
Hi All, I have a requirement to convert incident to request, for this I am using oob create request ui action but with this I need to copy few fields data from incident such as caller to requested for, short description of incident to short descripti...
Hello, anyone use an external SMTP service to bypass the 10000 limit emails for O365. Apparently, this has been happening for quite some time (our SN admin no longer is employed) and we are having issues with our service desk email address being used...
Hello, We currently have incidents which are created using a Workday template and get emailed to ServiceNow directly from Workday. This template includes manager’s name in the body as well as having them CC'd into the email. Is there any way that we ...
When users is Selecting any Assignment group assign to field should Auto populate member from the Selected group.In assign to field it should not allow the name of Opened by. if Opened by is member of that particular group.