Hi All, We have an incident integration with the customer that was implemented about few years ago. In this integration, the incident state is bi-directionally mapped, and everything has been working fine until last week.Recently, reported an issue: ...
In Service Now, users who do not have the platform admin role should also be able to edit the ‘Include Members’ column in the Group table list view.
Hi, We have implemented NOW Assist as a pilot and the test group will be our service desk (SD) tier 1 group. I have activated the OOTB skills listed below however in testing with the group we found that the current OOTB skills does not add much value...
Hi Community,I am looking for support regarding a custom UI Action I created to reset a form. Requirement: I have a "Reset Form" UI Action button that appears on the form before insertion (New Record). My goal is to clear all field inputs so the user...
Hi, Everyone. I'm sorry that my question is quite vague.I have heard rumors that some ITSM processes and Catalog Item processes are actually implemented like demo data, and therefore certain out-of-the-box functionalities may not work if the demo dat...
Hi, I want to highlight some fields on the incident form in Service Operations Workspace like number, caller, short description, when the caller is VIP. And, on insert and update of Incident Form. Can anyone guide on this? Whether we have to achieve...
I noticed that after I create an update set to create or modify anything, the system automatically creates a few update sets as I'm working. When I look inside of the current update set, nothing is captured. Everything is captured in the other update...
How to detect and identify orphaned assignment groups in Incident if the group is inactive and no groupmembers present in the group table
Could you please guide me on how to make a specific CI the principal CI so that it appears in the CI field on ITSM forms? I understand this is not available out of the box, but I would like to explore using OOTB functionality along with customization...
Can i create a report that is able to show where reassignments has occured on an incident
Hi all,I have created a new table and added SLA to it and sla is getting triggered in Dev. I moved the changes to Test and Prod where it works in Test but not in Prod. SLA definitions are same across all the instances it works in sub prod but it does...
Hi, There is a Customer Service Problem Management (CSPM) application that agents can use troubleshoot for a case. The case is routed to CSPM application during diagnosis Is there anything similar to CSPM for incidents that can used for troubleshooti...
I have a client-side UI Action script that converts the sys_class_name of a record when a user clicks the button. The modal displays a dropdown with three tables. When a user selects a table and clicks the "Convert Case" button, the sys_class_name of...
In my current project, I'm implementing Major Incident Management for handling major incidents. As part of this, I have created a new Communication Plan Definition, which includes a Communication Task Definition with a recurring communication frequen...
I need to create a Knowledge Article from a Universal Request, similar to how we have the "Create Knowledge" option for incidents.For the SOW, I was able to achieve this by creating a Form Action (like we have for incidents) and modifying the "Set KB...
