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Resolved! Major Incident Management Process

Hello All,We are Implementing a Major Incident Management in ServiceNow and would be interested to know the process flow that is being followed as best practice. as per ServiceNow Docs @https://docs.servicenow.com/bundle/tokyo-it-service-management/p...

Santosh37 by Tera Contributor
  • 2735 Views
  • 1 replies
  • 1 helpfuls

Resolved! On Hold status on tickets

Hello,I want to capture On-Hold dates for Incidents and SR's in ServiceNow through reporting. Is there any feature (columns, etc.) that can be used to capture this?

Imran Shad by Mega Expert
  • 4091 Views
  • 5 replies
  • 1 helpfuls

Resolved! Pop-up Message Display on Incident Form

I have a requirement called Display  Pop-up Message in Incident Form. 1. I have created a customized field called 'User Contacted'(String) on the Incident form and this field has choices (Phone, Email, Chat). 2. 'User Contacted' field should display ...

Worknotes not showing up for user on incident form.

Hi,For one of the ITIL user, Worknotes is not showing up on the incident form. When i impersonated his profile, I am able to see the worknotes.I have checked the ACL's as well, he is having the role. What could be the reason. In the below screenshot,...

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Sai vsk by Tera Expert
  • 2731 Views
  • 4 replies
  • 0 helpfuls

How to add option on Action on selected rows

Hello I have requirement to add select option in existing on action on selected rows.once we click on that we will get some options like add to update set, Delete and create application etc.Here I want add one more option "Select". Please help   

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vinod9 by Tera Expert
  • 2245 Views
  • 2 replies
  • 1 helpfuls