Resolved! Reporting how many Incidents are linked to an Change Request
Hi,I'm want to how many Incidents triggered a Change Request and how many Incidents were triggered by a failed Change. How to build a suitable filter for this purpose? Thx
Forum Posts
difference between manager, incident manager and service manager of an assignmnet group
Hi Mates, I just wanted to know the difference between similar fields avaialble on assignment group form.could you please help me with some diffrences between manager, incident manager and service manager and help me know the hieraricy of access for ...
There are 2 service offerings with same ID.
There are 2 service offerings with same ID. Please help on this
Resolved! In the form View of a Record at top left how we can change the Value of a record's attribute
In the top left of a form view where the Module Name is mentioned below that we have attribute of that record (incident number, Name of the record etc). If I need to change the attribute of that record then how we can do that. For E.g. in an incident...
SLA should stop when email communications made to the customer
Hi Everyone,This is quite urgent.Requirement is response SLA should should stop when any email communication is made with in incident.Note: Quick message functionality is enabled in the instance. Thanks in advance. Deepika
Report on end user chasing or updating a record
Hey - is there a way to report on a customer chasing or updating an incident? we have looked at updated by, but that doesn't give what we need.We are basically trying to figure out, from 5000 incidents, how many are being chased or the customer asked...
How to Create an ACL to restrict particular Incidents visibility to only one group users
Hi,I have a custom field (checkbox) in incident table and i am trying to add ACL to restrict the incidents with this new field is 'True' to be visible to only group 'A'. 1. Only Group 'A' can able to view and edit this field.2. Only group 'A' can abl...
ServiceNow Tech told me to use side_door.do, not working
I was working with SN support with on a SSO issue. We resolved it in my DEV environment but now I cannot login with my admin account. He mentioned to use side_door.do but that isn't working it reroutes me to a page that says session_timeout.do. Ar...
Service catalog task
I would like to have right to create a new catalog task. This is complete when only the service desk member is able to create new task.How to achieve this scenario?
Attachment Encryption
Hi, When uploading an attachment, when prompted to encrypt or not we are presented with 2 options.Current encryption contextCm_security incident encryption context AES-128Security_incident_crypto AES-256I would like to understand the relevance to the...
Sending notification on ticket creation
Hi all,I have an incident form with the fields "Opened by" and "Opened for". A user can create a ticket for themselves (Opened by == Opened for) or create a ticket for another user (Opened by != Opened for). I would like to send out notifications whe...
Resolved! how to update work note in incident
Hi All , I have 1 requirement i.e: in interaction table1 reference field is created and the reference field refers to incident table records. now in interaction table if transcript field is updated then the same data needs to add a work note of th...
Set the List Views for Request to auto refresh.
Hi All,We have an requirement to Set the List Views for Request to auto refresh. Is it advisable to implement this functionality ? If not, What are the disadvantage of implementing this ?Any help is much appreciated. i tried to Create a UI Action wit...
Resolved! Show a grouped report in export
Good Morning, Quick question, is there a way to export a list of incident records grouped? I know we can view them grouped within the application but my manager is requesting it grouped so he can view via email. Thanks, Jewell
Resolved! Add roles to t1 group and t2 group
As an Incident owner, I want to add below access privileges to the t1 & t2 groups.1) Ability to report on interaction records2) Read-Only access to assignment rules3) Read-only access to incident email logs.4) Read-only access to service level config...
| User | Count |
|---|---|
| 4 | |
| 4 | |
| 3 | |
| 2 | |
| 1 |
