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Resolved! SLA Definition Dot Walking

ServiceNow support suggested not having Dot Walking in SLA Definition condition.  Currently, our SLA condition excludes groups containing a specific phrase using a condition like assignment_group.name does not contain "Network". However, in line with...

Aishwarya J by Tera Contributor
  • 2273 Views
  • 4 replies
  • 3 helpfuls

Need Help with P1 Incident Notification Configuration

Hi All,I'm currently working on configuring P1 incident notifications in ServiceNow, and I need to include Teams bridge URL and password details in the notification.  Any help or guidance on how to achieve this or troubleshoot the issue would be grea...

Shiva19 by Tera Contributor
  • 932 Views
  • 2 replies
  • 0 helpfuls

Stop clock based on incident state

We have to include new states to incident state list to add some additional functionality to the incident tracking.  • Waiting for XX Team to complete work - does not stop clock• Waiting for Customer Response - stops the clockAs noted above, we want ...

Sri29 by Tera Contributor
  • 716 Views
  • 3 replies
  • 0 helpfuls