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Incident Purging Strategy

We have been on ServiceNow for 6 years, looking to put a purging strategy in place.   our DB is growing and need to start looking into purging incidents.    Wanted to see what other companies are doing.   How long some may be keeping their Incident d...

Incident form

When the user select Incident state is "On hold" then remaining all fields should be Read only. Any idea how to build this above example task.

P1234 by Tera Contributor
  • 324 Views
  • 8 replies
  • 1 helpfuls

Resolved! ITSM - Major Incident

Hi all, Regarding Major Incidents:- OOTB Communication plans are only emails?- In Related Record I see "Incident Communication Plan": how it is related to communication plans if they are only emails? (records start with ICPxxx)- Post review report: w...

Tommaso2 by Tera Expert
  • 329 Views
  • 1 replies
  • 1 helpfuls

Resolved! Incident Module query

Hi All, I have a query, We have the team that does repetitive work and we want to eliminate that.  Example: 1>When we have an incident as a Password reset, the incident is resolved through a predefined text that the L1 team copy pastes and closes. Pr...

Vasu20 by Tera Contributor
  • 387 Views
  • 7 replies
  • 1 helpfuls

Rport filter issue

 Hi Everyone,There is a dashboard in our client’s instance that includes a report titled "Open Incident". When clicking on this report, it navigates to the incident list view, which is filtered by:Active = true and State is not Resolved or ClosedHowe...

Akhila P by Tera Contributor
  • 293 Views
  • 6 replies
  • 0 helpfuls