HiOur company is new to using ServiceNow and we have a challenge in Incident ManagementThe user report an application is down and we related the Application Service as affected CI. During the incident investigation is turns out is was a data base tha...
Hello! I am needing to change a variable in an incident based on the keywords of High or significant within the body of an email. If the email contains Severe then I would want to have the Priority changed to 1-High and if the body contains Warning I...
When the first person responds to an incident ticket. Is there a way for the system to suggest Knowledge Base articles that have already solved this issue and allow the First responder to attach those KBs to this ticket as a resolution?I would like t...
Hello all,I'm having an issue on the major incident workbench. We have comm plans that attach a series of comm tasks to a major incident: Initial, Update (Recurring), Final and Initial/Final. If the Initial communication hasn't been sent yet upon clo...
How do get count of the incident through glide aggregation
Hello Experts, In my workflow i am using the Wait for Condition. Till the time it is waiting for answer to be true, it is waiting. As soon as the answer becomes TRUE, the Wait for Condition is getting cancelled. Any idea where i am doing wrong or how...
Hi All! I would like to move our spare network equipment (items in whare house for break fix/incidents) to SN. Our needs relate to supply inventory, not the management of installed CIs. For those using SN for basic inventory, are you setting it up d...
Hi,We have a requirement to search for KB articles in the caller's language in the 'search as' function of the contextual search on incidents so help desk members can attach articles in the caller's language. Therefore I would like to enable multi la...
Hello experts, i have a use case I have a time value example : var x="30-11-2023 12:35:00"//just a sample value. The day the scheduled job runs which will be gs.nowDateTime() ex var y=" 30-11-2023 12:37:00" If the day the schedule job runs , exceeds...
Hi All,I would like to know how to add Multiple user name in resolved by to extract the Incident report. regards,Garvit
Hello all,When you use a VTB you can add additional assignees, these assignees can also be viewed in a List view however this is not editable unless you use the VTB. I am looking to enable List edit for the Additonal Assignee List field on the Task T...
HI, Can templates be built with standard responses or questions to be used either during an Incident handling or closure to save time for the ITIL agent having to manually complete the information out every time? We are just moving ServiceNow Vancouv...
Hello can anyone please help me with the requirement for :There is a field on change request called as 'Related project' field and its a list type variable,my requirment is that we have a module/ application called as 'Non Prod Change Task' and in th...
Hi All, I would like to extract the Incident report where i need to add multiple user name in resolved by how can i do that, please help me with this query. Regards,Garvit
Hello! We are trying to implement a system where we close an incident via email. We want to read the subject that will contain the INC number at the beginning. The script is, (function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*Email...
