Hey All, I am begining to setup SLAs for a group of support teams (60+) that have never used any form of service level management in the past. My understanding of SLAs is to focus on the customer perspective. Response and Resolution times should stay...
I want to bring location field from the caller field dot walking into my incident form. As default it is giving me the column label as the Location(which is there in the user table). I need to relabel it for incident table alone as primary location. ...
Hi Team, When emails are sent to servicenow with attachments ,the attachments are not getting added to respective incident record.And also we need to validate if the email sent is from user present in servicenow.If the user is not present we do not h...
Hi, GlideAjax call to server side. When we use client script to call server script then we use line 1 ga.getXML(callBackFunction); line 2 function callBackFunction(response) { line 3 var answer = response.resonseXML.documentElement.getAttribute(answ...
I want to update my incident state to in progress, if the incident contact type is phone and state to new if it is coming via email. I want to achieve this via Business rule. I tried with before, but not working. Can someone help with code
Hi All,I need to exclude weekends in an onchange client script. Having a schedule on business days as well.Please help me how to achieve it
Hi I need to set up an Archiving for all incidents created before a certain day. I set up an Archive Rule with that condition, and after clicking on the Run Archive Now option it starts archiving the incidents, but in blocks of 10,000 incidents and t...
Hello All, We have a requirement to send out the call if P1 incident is created. In order to achieve this, we need to integrate with Twilio. I want to know how much it costs? Thanks.
The issue is the following: An SLA is not created when a ticket is created.I read a lot of articles with the posibilities for an SLA not getting created.I checked the conditions are not colliding or making sense. The only way I was able to make it wo...
I need to configure Notification for SLA breach 80% on incident table. updated Default SLA workflow PFA , but it is not triggered for Incidents. Can anyone suggest a way.Thanks in Advance.
Hello, I tried to fetch the variable data in a record in one table using flow designer. But whenever I tried with below code it is not fetching data. Requested = fd_data._1__get_catalog_variables.requested_for; Description = fd_data._1__get_catalog_v...
hi can anyone help me with the requirment for in the purchase order form there is a ui action button called as cancel, i want to display an alert pop up after user clicks on cancel and ui action in the message stating as do you want to cancel it? co...
hi can anyone help me with the scenario for there are two ui action buttons in purcgase order form one is cancel and other is comform, i want to display comform button only when cancel is clicked.
Hey Guru's, I've written a Before update Business Rule that should run before my "VP Review" Incident task is closed. The Script I have written checks for any other incident tasks that are open, and have the same parent "Incident" record. If there ar...
I want to know what is the best practice in regards to ITIL when it comes to the status of the parent incident once the child incident is resolved. Does the parent stay in progress or does it resolve automatically? if all the child incidents are reso...
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